Key Account Manager
1 month ago
APosition Overview
Position Title
Executive
Department
New Business Sub Process Unit
Level/ Band
201
· Role Summary : Handling of below new business activities
·New Business Refund
·Fund Transfer
·NTU/Reopening/Cancellation
·Customer communication
·Vendor Management
·Complaints
·MIS/Report Preparation
·Billing/Provisioning/Documentation
·Risk Management/ Compliance
·Awards & Campaign management
BOrganizational Relationships
Reports to
Manager – New Business Sub Process Unit
Supervises
Mangesh Saste
CJob Dimensions
Geographic Area Covered
All locations from the HO
Stakeholders Internal
All departments
External
All the customers
DKey Result Areas
·Refund (TAT to be maintained as per IRDA regulations, Disbursment & Vendor Recon
·Fund Transfer/ Credit Card Extraction
·NTU/Reopening/Cancellation
·Automation of New Business processes
·Customer communication
·Vendor Management - Manage vendors in respective function effectively and in cost efficient manner
·Complaints / Escalations
·MIS/Report Preparation
·Billing/Provisioning/Documentation
·Risk Management/ Compliance
·Awards & Campaign management
ECompetencies (Please copy paste from Competency Dictionary)
Competency For
Proficiency Scale
Proficiency Scale Description
Customer &
Consumer Orientation
2
Communicates with the customer and consumer to understand their stated needs.
Provides the expected services, as per the organization policies and procedures.
Identify gaps with respect to current processes to reduce turn around time.
Business Acumen and
Functional Knowledge
1
Is updated and aware of the products, systems and regulatory guidelines applicable to the department.
Possesses thorough knowledge of policy life cycle and policy non forfeiture clauses and conditions.
Has basic understanding of own role and utilizes required skills and knowledge for own area of work to complete routine
tasks.
Demonstrate basic understanding of SQL & MS Excel.
Collaboration & Networking
1
Keeps self aware of the important stake holders (decision makers & influencers)necessary for delivering results.
Communicates & connects consistently with colleagues, customers and channel partners to respond and resolve their
concerns and queries.
Remains courteous while dealing with colleagues, channel partners, and customers.
Seeks guidance in case of ambiguity.
Proactively observes the customer service practices in other companies and industries and shares information with
supervisor.
Decision Making and
Solution Orientation
1
Understands the urgency and is quick in escalating the matter to concerned authority if required.
Appears comfortable making routine
decisions.
Identifies & communicates the need for change in own area of operation.
Identifies & resolves bottlenecks in the change process.
Effective Communication
2
Is effective in communicating ideas, solutions, suggestions to customer via email and letters.
Appropriately expresses one's own opinion.
Is able to refrain from immediate judgment and criticism of others' ideas, delivering criticism in a way that demonstrates
sensitivity to other's views.
Acts to understand and respond appropriately to the concerns of others; demonstrates openness and receptivity to
new information.
GSkills Required
Technical
·Listening skills, Communication skills, & thorough knowledge of processes and systems.
·Data analysis
·Basic Knowledge of Insurance industry preferable
·MS Office (Excels, MS access and powerpoint presentation)
Technical
§
Behavioral
Essential
Desired
Interpersonal skills
Yes
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
Bachelor Degree
Professional Management Qualification
Experience
3-4 Years in a Service Sector
3-4 Years in Financials Customer Services / Queries handling.
MIS and PPT skills
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