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Senior Analyst

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Position Summary

Senior Analyst - Service Support Management play a crucial role in

  • Managing customer support operations
  • Ensuring high-quality service delivery
  • Promoting customer satisfaction

They combine technical expertise, leadership skills, and a customer-centric approach to drive

excellence in service support within an organization.

II. Primary Responsibilities

  • Act as the primary point of contact for the branch, providing comprehensive support
  • Responsible for end to end support of the policy lifecycle services
  • Participate in renewal review meetings alongside Producer, CSM and sales team
  • Support a team of 5-7 Client Service Managers at the branch
  • Take Proactive measures to initiate pre and post-renewal activities promptly
  • Monitor and follow up on triggered activities, ensuring their accuracy and timely completion
  • Handle queries effectively, aiming to minimize re-work at service center
  • Collaborates with branch to identify time consuming activities that can be offshored to service

center

  • Foster and maintain a positive relationship with branch staff to enhance the overall customer

experience

III. Skills and Competencies

  • Excellent Written and Oral communication skills
  • Interpersonal skills
  • Proactive
  • Ownership and Accountability
  • Insurance domain knowledge
  • Logical thinking and decision making

IV. Minimum Qualifications and Experience

  • Graduate with 3+ years of experience in an insurance domain (P&C /BFSI)
  • Insurance certification good to have
  • Transition/onboarding of service - good to have
  • SPOC - Single Point of Contact