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Senior Executive
4 weeks ago
APosition Overview
Position Title
Senior Executive – Customer Services
Department
Customer Service Operations
Level/ Band
251
Role Summary :
·Work and respond on customer emails
·Liaison with different departments on Policy Servicing request processing
·Preparing MIS related to process and share with stakeholders
·Working on Escalation cases and close looping with customer (Non Voice )
·Find means to improve /automate process
BOrganizational Relationships
Reports to
Manager
Supervises
Customer Services
CJob Dimensions
Geographic Area Covered
NA
StakeholdersInternal
NA
External
NA
DKey Result Areas
·Work and respond on customer emails
·Liaison with different departments on Policy Servicing request processing
·Preparing MIS related to process and share with stakeholders
·Working on Escalation cases and close looping with customer (Non Voice)
·Find means to improve /automate process
F : Competency
Parameter
Competency Level
Customer & Consumer Engagement and Experience in a Hybrid World
High
Business Acumen and Functional Knowledge
High
Networking and Collaboration
Medium
Decision Making and Solution Orientation
High
Effective Communication Developing, Managing & Working with Hybrid Teams
High
Technology, Digital and Analytics
Medium
GSkills Required
Technical
§
Behavioral
Essential
Desired
Interpersonal skills
Communication skills
Yes
Creative thinking skills
Yes
Supervising/Leadership skills
Yes
Teamwork Skills
Yes
Influencing skills
Yes
Relationship Building skills
Yes
Decision making skills
Yes
HIncumbent Characteristics
Essential
Desired
Qualification
Degree
Insurance Education / Licentiate and above
Experience
3+ years
Insurance / Bank/ BFSI
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