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Area Services Manager

4 weeks ago

Mumbai, India Assurant Full time

Area Services Manager, Assurant, India
The purpose of the Area Service Manager is to drive effectiveness in relationship building, interactions and managing Service Network Partners (SNPs) within a geographic territory to ensure adequate capacity planning and achievement of operational KPIs and SLAs, per Assurant standards. These standards are including but not limited to achievement of repair and logistics SLAs, submission of detailed estimates and supporting documentation, timely and accurate submission of invoices, cost control and driving an overall positive customer experience (CSAT/NPS). Role is responsible for working closely with other members of the operations team to apply proactive intervention to service events that are at risk of missing target SLAs and ensure appropriate SNP actions are taken to ensure a positive outcome.

This position will be Work from Office for all 5 days.
What will be my duties and responsibilities in this job?

  • Responsible for building relationships with SNPs over a designated geographic territory, including regular onsite visits at partner locations.
  • Lead, coach, support and develop SNPs to build a high-performance culture with a focus on talent mobility and progression, retention, and continuous engagement.
  • Ensure a framework is in place across SNPs to consistently measure and analyze key metrics and program performance against internal targets and client commitments, such as SLAs, TATs, CSAT and NPS.
  • Driving capacity planning and sharing volume projections with SNPs.
  • Ensure SNPs are approriately trained to achieve required service level standards and expectations, as well as effective customer management, with appropriate soft skills, process management and system access.
  • Ongoing performance monitoring SNPs to ensure SLAs are achieve or driving corrective action when SNPs are underperforming.
  • Working closely with operations team to identify when proactive intervention is needed with SNPs to ensure service events remain on track.
  • Work with functional teams, such as Data Analytics and Account Management, to maintain and monitor performance dashboard of SNPs within the territory and foster healthy competition with the territory to drive performance, as well as benchmarking service/claim cost across SNPs to identify opportunities to improve costs.
  • Develop effectiveness in interacting and managing SNPs, including but not limited to constantly reenforcing our expectations, identifying and addressing root cause(s) of any issues, improving partner performance, identifying and addressing negative trends and taking corrective action, as necessary.
  • Supporting field SNP audits, as required.
  • Partner with Service Network team to create closed loop feedback on vendor performance and share leads for potential new SNPs.
  • Responsible for managing after sales service in north Region.
  • Responsible to adhere the SOP's like visit TAT, Repair TAT, NPS for his respective territory.
  • Enhance service network for his respective territory.
  • Arrange monthly training for ASP. ASP weekly and monthly review to adhere the RMA process
  • Responsible to create and terminate the ASP
  • Responsible to settle the monthly claim and Reconciliation with Vendor(ASP)
  • Time to time meeting with our channel partners.
  • Handling high level escalations raised by channel partners ,management and customers.

What are the requirements needed for this position?

  • Bachelor's degree in business or related field.
  • Minimum 4+ years' experience in a field operations environment requiring adhearnce to policies and procedures, as well as achievement of target SLAs, KPIs, etc.
  • Competiency in process management, improvement and streamlining.
  • Strong understanding of technology.
  • Progressive, modern leadership experience required.
  • Active organisation culture and DEI advocate, team and customer first mindset.
  • Sound and thorough technical claims knowledge.
  • Strong verbal and written communication skills.
  • High level organizational skills with the ability to prioritize effectively.
  • Applies expert problem-solving skills to the most complex of issues.
  • Recognises, recommends and creates action-oriented plans for areas needing improvement.
  • Commitment to continual process improvement.
  • Strong communication and influencing skills.
  • Strong understanding of financials, and performance metrics.
  • Strong presentation and public-speaking skills.
  • Ability to work in a fast-paced environment meeting tight deadlines while multitasking.