Executive

**Position Title
Senior Executive
- Partner Support Team

**Department
Operations

**Level / Band
Senior Executive

**B Organisational Relationships
**Reports to
Manager - Partner Support Team

**Supervises
Support desk

**C Job Dimensions
**Geographic Area Covered
All locations from the HO

**Stakeholders Internal
All departments

**Stakeholders External
All the customers

**Role Summary
**Roles and Responsibilities of Executive:
- Service requests and responses.
- Coordinate with sales and UW for fast business issuances.
- Monthly review with sales on call.
- Monthly feedback to be collected on Support desk services.
- Ensuring that the queries are responded by team within the stipulated TATs and in line with the quality expectation.
- Participating in monthly reviews along with in-depth data analysis & preparation of presentations of Channel Partner.
- Ensure that publishes the business related MIS as per agreement.
- Handling queries pertaining to underwriting & product and ensuring that responses are sent out within the timeline for closure.
- Handling escalations which may require coordinating with sales, customer, UW and understanding and resolving the queries. (With regards to TPA services/ Policy Document/query resolution/issuances).
- Share RCA and process reviews based on queries and escalations received from partner & client.
- Reconciliation of business MIS and any adhoc requirements from bank.
- Data analysis needed by Banca.

**D Key Result Areas
**Queries resolution, updation of customer records on the system.
- Handling the sales team in order to support them in customer & queries
- Knowledge any new process changes.
- Ensure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction.
- Prioritization of job
- Handling of product & process related queries
- Provide feedback to management on any process related improvement.
- Co-ordinates with Sales & other stakeholders for business issuance.
- Daily reconciliation of MIS.
- Coordination with TPA for medical related queries.
- Handling of escalations.

**Adherence to established processes
- Following the process & provide support to business team

**E Competencies
**Competency For
**Proficiency Scale
**Proficiency Scale Description
**Process Orientation**:
Ensures that quality results and benchmarks are achieved by adhering to set processes.

1

Is aware about all critical process flows applicable to the assigned role and also about

the performance parameters like

TAT, SLA etc. for assigned activities.

Works towards making sure that set benchmarks are met with required quality

standards as per processes.

Has basic understanding and awareness about statistical, quality and MS office tools

like TBEM, Six Sigma, Pareto, Excel etc. as applicable

**Customer & Consumer Orientation**:
Customer refers to Channel partners (Internal & External). Customer and Consumer Focus is about adding value to all customers, internal and external, through thought, action and behaviour. Adding value implies understanding the customer needs vis a vis the market, and being committed in delivering solutions that delight the customer and consumer and enhance the relationship without compromising on company values.

2

Makes a conscious attempt to understand and act on the consumer and customer

needs in a prompt and positive manner.

Ensures thorough follow up with customer contact center team 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**:
Networking with key stakeholders (internal and external) and cross functional

team members to build collaborative relationships based on confidence, trust

and respect to facilitate the accomplishment of common work/ business goals.

Working effectively with individuals across teams with diverse working styles, treating them with dignity and respect and value their contributions.

1

Keeps self-aware of the important stake holders (decision makers &
influencers) necessary for delivering results.

Communicates & connects consistently with colleagues, customers and channel

partners to respond and resolve their concerns and queries.

Remains courteous while dealing with colleagues, channel partners, and customers.

Seeks guidance in case of ambiguity.

Proactively observes the customer service practices in other companies and industries

and shares information with supervisor.

**People Management**:
Takes genuine efforts to help individuals or teams to maximize their potential by

providing guidance and motivating them through personal connect.

1

Understands various roles and functions of the team and aligns well to own role.

Comes across as a team player.

**Attention to Details & Solution Orie