
Assistant Manager
3 weeks ago
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
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