Assistant Manager

Job Description

Role description

Job Description: - Group Voluntary Top-up Servicing and Medical Support (VTUS)

A: Position Overview

Position Title

Assistant Manager - CBO

`Department

Operations

Level/ Band

301

B :Organisational Relationships

Reports to

Manager

Supervises

CBO - GTL Voluntary and Medical Support Employer employee

C: Job Dimensions

Geographic Area Covered

All locations from the HO

Stakeholders Internal

All departments

Stakeholders External

Group customers / Partners / Clients / Intermediaries

Role Summary

- This role requires handling Group Voluntary Top-up policy Servicing and Medical Support of Group clients (Employer - Employee.
- The candidate should have corporate client handling background either in sales or operations or should have experience in managing high end retail clients. Group Insurance experience will be preferred.

Roles and Responsibilities:

- Group Voluntary top up support

- Email management and Query resolution
- Managing NSTP Medical invitation, follow up and decision
- Voluntary MIS to sales and client
- Follow up internal IT team, Sales, Underwriting, Medical Management Team and CBO for COI for closure within TAT

- Processing UW Endorsements received during the policy year
- GTL Renewal Grandfathering - coordinate with UW for decision
- Coordination with UW for decision, MIS
- UW Endorsement to be passed in system
- Communication to member / MPH / broker on UW decision / further requirement

D: Key Result Areas

Adherence to established processes

- Ensure Voluntary inbox email revert within TAT
- Ensure timely updating and sharing of trackers with stakeholders
- Ensure communication of decision and endorsement within TAT
- Maintain consistent quality scores

Controls

- Following the process & coordinate with UW, CBO and IT team for quick closure
- Daily reconciliation of MIS.

E: Competencies

Competency For

Proficiency Scale

Proficiency Scale Description

Customer & Consumer Orientation:

1

Ensures thorough follow up with teams to ensure that customer concerns are responded to with urgency and sense of responsibility.

Uses the perspectives of the customer to resolve decision dilemmas on operational approaches & priorities.

Finds opportunities to collect information from the most direct source on customer needs.

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 internal stakeholders to respond and resolve their concerns and queries.

Remains courteous while dealing with colleagues and customers.

Seeks guidance in case of ambiguity.

Process Orientation:

1

Is aware about all critical process flows applicable to the assigned role and also about the performance parameters like TAT, SLA for assigned activities.

Has good understanding and awareness about MS office tools

Attention to Details & Solution Orientation:

.

1

Is aware of the various pieces of information and processes required to make quality decisions and identifies the gaps.

Strives to perform tasks in an error free manner with care and focus on completing tasks within a stipulated time frame.

Escalates issues as and when required.

Managing and working with remote teams:

1

Coordinates and cooperates with other team members through the digital medium and expresses views on one's own area

Understands various roles and functions of team/ HO members working remotely and aligns well to own role

Keeps appropriate people informed about progress on tasks/projects

Technological enablement

and agility:

2

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

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

F: Skills Required

Technical

.Good spoken and written English

.Strong Communication skills

.Basic Knowledge of Group and Life Insurance preferable

.MS Office (Advanced Excels like pivot, Power BI )

Behavioral (Refer Appendix for details)

Essential

Desired

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

G: Incumbent Characteristics

Essential

Desired

Qualification

Graduate

Post Graduate

Experience

5+ years in a insurance sector

Experience in Business Support, Customer Services / Queries handling.

MIS and PPT skills in Group Business