Objectives of Role Serve as the liaison between the client team and the onshore team to ensure smooth delivery of services Maintain quality and service standards in support of the contracted Service Level Agreement Gradually build basic analytical competency in the team by calibrating outcome with client analysts Support client team & Onshore in the development of analytics techniques based on client warranty data to support reliability and product engineers in problem detection and resolution Main Accountabilities Operational Responsibilities Setting up the new service, develop the analytics methodologies with the client & onshore team, and make sure that the business requirements are met. Gather knowledge from client engineers and build skill to analyze reports Recommend and implement process changes to drive efficiencies Tracking and improving Emerging issue identification and prioritization Support ad-hoc complex analysis not supported by SWA and continuously improve root cause analysis methodology and tool set Guide and mentor Analysts Expert Work with Client engineers and onshore team to resolve any issues with respect to delivery and performance Implement practices and metrics to improve operational efficiencies Develop Key Performance Indicators (KPIs) to monitor Client-specific operations Process optimization, using analytics and performance measures to drive continuous improvement Responsible for communicating service level performance to client. Monitor and interpret process KPI’s People Management Responsibilities Need to be a good team player and lead, involve the team members for smooth day to day operations Participate and be involved in management activities Provide feedback and help team members in process improvements and KT the process as required. Participate in conducting health assessments and improvement opportunities and audits for the project on a periodic basis and communicate to management and key stakeholders Relationship management - build and maintain relationships with clients & Onshore teamSkill Set:
Technical Skills Experienced in SAS Warranty Analytics Experienced Base SAS programmer Experienced Enterprise Guide / Enterprise Miner User Experienced in Analytics Solutions as a developer Core Competencies Preferably experienced in at least one other statistical tool: SPSS, Statistical, R, JMP Experienced on using point-and-click applications, such as a Web browser Expert level capability in use of desktop software (MS Office Suite, with focus on analytical skills in Excel) Aptitudes Analytics "ndash data miner expert ANOVA / Regressions Multivariate analysis Forecasting Survival / Reliability model Clustering techniques Proactive and team player Relationshipmanagement Strong Verbal and written communication in English
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases