Senior Executive

3 weeks ago


thane, India Tata AIA Life Insurance Full time

APosition Overview

Position Title

Senior Executive – Customer Services

Department

Customer Service Operations

Level/ Band

251

Role Summary :

·Work and respond on customer emails

·Liaison with different departments on Policy Servicing request processing

·Preparing MIS related to process and share with stakeholders

·Working on Escalation cases and close looping with customer (Non Voice )

·Find means to improve /automate process

BOrganizational Relationships

Reports to

Manager

Supervises

Customer Services

CJob Dimensions

Geographic Area Covered

NA

StakeholdersInternal

NA

External

NA

DKey Result Areas

·Work and respond on customer emails

·Liaison with different departments on Policy Servicing request processing

·Preparing MIS related to process and share with stakeholders

·Working on Escalation cases and close looping with customer (Non Voice)

·Find means to improve /automate process

F : Competency

Parameter

Competency Level

Customer & Consumer Engagement and Experience in a Hybrid World

High

Business Acumen and Functional Knowledge

High

Networking and Collaboration

Medium

Decision Making and Solution Orientation

High

Effective Communication Developing, Managing & Working with Hybrid Teams

High

Technology, Digital and Analytics

Medium

GSkills Required

Technical

§

Behavioral

Essential

Desired

Interpersonal skills

Communication skills

Yes

Creative thinking skills

Yes

Supervising/Leadership skills

Yes

Teamwork Skills

Yes

Influencing skills

Yes

Relationship Building skills

Yes

Decision making skills

Yes

HIncumbent Characteristics

Essential

Desired

Qualification

Degree

Insurance Education / Licentiate and above

Experience

3+ years

Insurance / Bank/ BFSI



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