Assistant Manager

APosition Overview

Position Title

Assistant Manager POS

Department

Operations – POS

Level / Band

301

B. Role Summary:

1. Open Calls Monitoring

2. Vendor Management

3. Respond to inbound calls

4. Complaints Management

5. MIS & Audit

COrganizational Relationships

Reports toDirect

Sr Manager-Operations

Matrix

Not Applicable

Supervises

Not Applicable

DJob Dimensions

Geographic Area Covered

National

StakeholdersInternal

Other Ops and F&A

External

Vendors in case of specific projects

EKey Result Areas

Open Calls Monitoring

oMonitor all Open calls to see if they are within SLA.

oEnsure adherence to TATs

oHigh level accuracy in managing large volume transaction processing by 100% adherence to SOP.

oKnowledge of various processes of policy servicing unit, underwriting and customer service.

Vendor Management

oEnsure TAT adherence by Vendor Team

oEnsure Quality adherence by Vendor Team

oEnsure Timely training to Vendor Team for new process or change in existing process

oEnsure Volume management by vendor team

Respond to inbound calls

oYes

Complaints Management

oYes – provide resolutions to the customer within committed timelines

MIS & Audit

oTo ensure that all MIS/reports (monthly reports, Audit requirements) which are deliverables of the respective POS UNIT are done on regular basis

oTo Ensure that all RCSA & Audit actionables are done

Analysis

oAnalysis of Calls raised and identify process improvement measures or measures towards automation which would enhance overall productivity

FSkills Required

Technical

oGood understanding of customer request handling and processing

oKnowledge of Insurance or related would be added advantage.

oGood Analytical skills

Behavioral (Refer Appendix for details)

Level 1

Level 2

Level 3

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

G. Competency:

Domain Knowledge / Market Awareness

Takes efforts to understand

developments in the market applicable

to own function and its impact on the

existing processes.

Identifies scope for improvement in

processes and discusses them with

superiors.

Judiciously follows the applicable

systems and processes for achieving

results. Knowledgeable and is abreast of the

trends and regulations available in own

domain and uses business awareness

and individual expertise to help create

processes.

Challenges the rational of existing

processes and suggests process

improvements.

Sets plans for self and others and

ensures everybody follows the set

process to enhance their efficiency.

Achievement Orientation

Takes end-to-end ownership to

deliver results.

Demonstrates consistency in

performance and stays focused on

the end results and adjusts,

wherever necessary.

Continuously monitors own

performance in line against the set

milestones, to ensure timely

delivery of results. Develops systems to clearly

establish accountability of self and

team.

Anticipates challenges, ideates and

acts proactively to sets stretched

goals for self and others and shows

a significant level of effort,

persistence and time commitment

to execute tasks and achieve the

goals.

Sets stretched measures of

standards for excellence and

inspires team to accomplish high

quality and timely results.

Customer & Consumer Engagement

And Experience in a Hybrid World

Makes a conscious attempt to

understand and act on the consumer

and customer needs in a prompt and

positive manner given the changing

environment context, by anticipating

the customers unstated needs,

articulating them well and by

providing the client service which

exceeds expectations.

Builds and maintains productive

relationships based on trust in a

hybrid work environment, with

internal and external stakeholders/

customers.

Reaches out to customer and

identifies opportunities to increase

connect through different preferred

channels.

Collates and analyses data based on

customer pain points and coordinates

with other departments to ensure

effective resolution of system and

process issues given the changing

environmental and customer context.

Goes out of the way to deliver on time,

the commitments made to the

customers and consumers while

striking a balance between their

changing needs and organizational's

processes.

Clearly identifies the full range of

customers to be served, their stated

needs and offers options and

suggestions to match their current and

future expectations.

Works towards integrating data,

technology and strategy into creating

hybrid customer experience solutions.

Cultivates a consumer focused

attitude among colleagues and assists

team members to focus on various

touchpoints to achieve customer

satisfaction.

Strives to exceed clients expectations

by offering various possible options to

pick and choose from which will

completely satisfy their needs and be in

their best benefit.

Effects changes keeping in mind the

customer context to deliver greater

value and satisfaction to the customers

Team Work

Has complete understanding of the

various functions and roles within the

team and their interdependence.

Discusses problems/ issues with

team members/ supervisors that

could affect results.

Collaborates with others and ensures

that team members have the

necessary information to operate

effectively.

Identifies potential and ensures that

the respective strengths of team

members are used in order to

achieve the team’s overall

objectives.

Informs team members about the

happenings and associated

decisions and offers rationale

behind the same.

Makes team members understand

criticality of their contribution to the

team’s success as well as the need

to collaborate with stake holders

for achievement of work goals.

Proactively takes efforts to share

experience and provides guidance

to others.

Developing, Managing & Working

with Hybrid Teams

Builds and maintains healthy relations

with hybrid team members to ensure

seamless execution of work.

Completely understands various

functions and roles within the team

and their interdependence.

Manages own time and that of others

working remotely, focusing on the

things that are important.

Collaborates with others and ensures

that team members have the

necessary information to operate

effectively - online and offline

Builds others’ confidence and

motivates team members to perform

their jobs.

Works to provide a supportive

environment by securing necessary

resources and removing blocks to

effective working.

Encourages and leverages diversity

by utilizing individual strengths and

actively builds hybrid teams with

complementary skills.

Proactively takes efforts to share

experience/ relevant ideas/

information/views and provide

guidance to other team members

working remotely to achieve goals

Effectively communicates and

cascades various business

initiatives to hybrid teams to drive

business results by leveraging

technology.

Anticipates and is prepared to

effectively deal with problems and

roadblocks faced while working

with hybrid teams.

Encourages work-life balance

amongst team to maintain healthy

workforce.

Proactively recognizes team

members for their triumphs and

encourages their self development

Is able to adapt person -specific

approach while dealing with various

team members

Technology, Digital

and Analytics

Demonstrates a good understanding

of the technological advancements

and works with peers or colleagues

to test the viability of a new

technology tool before applying it in

one’s area of work by ensuring the

outcome is error-free.

Ability to alter conventional

processes and highlight challenges

that can be enabled with technology

Stays calm in ambiguous or

demanding technological changes in

one’s area of work.

Identifies critical connections and

patterns in information/data and is

able to analyze verbal and numerical

data for fucntional excellence.

Recognises causes and

consequences of data related actions

that are not readily apparent.

Ability to analyze current technological

trends, keeps track of key

technological changes in industry and

other markets.

Shows agility for adopting new

technology post systematic evaluation

of the the solution.

Continuously stays in touch with key

networks and contacts, with an

objective of leveraging technology for

achieving goals.

Effectively balances changing

technological priorities and

deliverables under unfamiliar

situations or tight deadlines.

Independently engages in tasks

requiring interpretation of complex

and often vague sets of information.

Identifies gaps in information and

makes assumptions in order to

continue analysis and/or take action.

Promotes digital literacy and

fluency in the team.

Incumbent Characteristics

Essential

Desired

Qualification

Bachelor’s degree/Academically at least first class

Post graduation or diploma/part time degree in management

Experience

Good understanding of insurance processes, business workflow

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