15h Left Assistant Manager

Job Description

Position Title

- Assistant Manager

Department

- Business Conservation

Level/ Band

- 301

B. Role Summary

- Drive renewal collection and outlier calling, manage control/implement business conservation
- Ensure smooth functioning of operational activities of Autopay and other related processes
- Resolve customer queries and grievance related to collections

C. Organizational Relationships

Reports to

- Senior Manager

Supervises

- NA

D. Job Dimensions

Geographic Area Covered

- HO PAN INDIA

Stakeholders Internal

- Branches
- Operations
- Sales Team
- Finance
- Vendor Management
- IT
- Audit

External

- Call Centers
- Banca Partners

E. Key Result Areas

Renewal Collections

- Premium collection management
- Drive Call center for renewal collection
- Identify opportunity for collections and drive suitable campaigns
- Achieve renewal collection target for organization
- Drive specific campaign for renewal collections
- Analyse portfolio and drive collection on targeted base
- Data to be interpreted for further action
- To engage with HNI customer for renewal collection and query resolution
- To meet HNI customers
- Resolve customer queries and grievance related to collections
- Reviewing collection strategy for better output
- Support collection MIS management

Internal Stake Holders

- Handling of customer & sales queries
- Invoice Processing through vendor management / finance
- Support IT development for system enhancement
- Process review in accordance with audit and regulatory compliance guidelines
- Ensure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction
- Review system changes for process improvement
- Preparation of presentation on process/ subject as per management requirement

Competencies

Customer & Consumer Engagement And Experience in a Hybrid World

- 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 organizationals 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

Building and Managing Relationships

- Is able to design promotional emails and letters in collaboration with corporate communication and marketing team for customer engagement
- Collaborates within and outside the team to enhance process efficiency, and enrich customer service experience
- Represents views to address others concerns; makes others feel comfortable by responding in ways that convey their interest
- Shares relevant ideas/ information/views openly and directly and assumes different roles in a team to enable team performance
- Clarifies the context of actions of self and team in case of adverse consequences
- Seeks and gives open feedback on developmental areas of team members
- Extends help to everyone in the team & stands by/defends ideas, views, decisions & actions of team members
- Recognizes, highlights and rewards performance to ensure empowerment and motivate team members

Strategic Orientation

- Considers whether short-term goals will support long-term objectives
- Suggests changes in own plans according to changes in environment
- Projects or thinks about long-term applications of current activities
- Guides team to establish connection between their individual and team goals and identifies changes needed in own area of work in line with changing business trends
- Estimates the impact of the changing business environment in own area of operations

Achievement Orientation

- Is determined despite frequent obstacles
- Tackles difficult problems and takes personal responsibility for reaching solutions
- Helps others generate breakthrough ideas, fresh perspectives and new approaches
- Creates a safe and positive environment for self and others to try and learn new ways of doing things by being creative
- Empowers all employees to be effective and to champion continuous improvement
- Empowers team members to propose approaches to increase performance and deliver results in shorter timeframe
- Does not rest on past successes; establishes new stretch goals for the unit that accelerate NRC's business objectives
- Work within shared resources, to bring out better productivity

Functional and technical ability

- Has a broad understanding of the financial / commercial, operational and regulatory dynamics important to the business
- Gathers and evaluates information to take decisions which will enhance the effectiveness of the department
- Has thorough knowledge and experience in project management and takes up project with purpose of achieving higher customer retention with minimum cost
- Is able to analyze complex data using SQL to derive meaningful conclusion and provides input to business and function
- Tracks and reviews 13th month persistency data to understand effectiveness of customer engagement campaigns
- Is able to analyze customer feedback received from various touch points and make meaningful suggestions for impacting companies revenue requirement

Developing, Managing & Working with Hybrid Teams

- 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

- 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 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

G. Skills Required

Type of Skills

Essential

Desired

Technical Skills

- Database management X
- Data Interpretation X
- Data Base Control Through MS Excel / MS Access X
- SQL KNOWLEDGE X

Behavioral Skills

- Interpersonal X
- Communication X
- Creative thinking X
- Supervising/Leadership X
- Teamwork X
- Influencing X
- Relationship Building X
- Decision making X

H. Incumbent Characteristics

Essential

Desired

Qualification

- Graduate
- Post Graduate

Experience

- Knowledge on Call center process
- Minimum 3 - 4 year experience on Call center collections process
- 2- 3 year Experience to manage external stakeholders
- Knowledge on Insurance process and industry

---