Keywords / Skills : Responsible for end-to-end Service Delivery Responsible for ensuring client satisfaction, constantly improving client satisfaction & relationship & meeting financial targets defined for the accounts (Revenue & OM) Contribute to improving CSAT, Revenue & OM for the Account/LOB. Responsible for driving ESAT within the Account(s) & ensure attrition is in control (as per targets defined). Overall responsibility to track progress, manage transition related issues, milestone reviews, manage process ramp up and stabilization, productivity improvements and innovation. Responsible for growing existing Account(s). Support presales and solutions teams on pursuits to bring in new business. Work closely with the client engagement partner, to improve client relationship. Efficiently manage day to day operations and client communication Updates himself regularly with Company policies on Information Security Management System. Ensure subordinates are aware of Company policies, in particular those on Information Security. Ensure adherence to legal & regulatory requirements as applicable to the nature of work. Ensure Process adheres to legal & regulatory requirements as applicable to the nature of work. Ensure adherence to the Contractual Requirements of the Process. Ensure Compliance and Security Trainings for subordinates are conducted periodically. Cooperate with Compliance and Security officers with Security Investigations. Monitor Compliance adherence and ensure a monthly review of status. Facilitate Regular Audits to detect any compliance or contractual breaches and encourage continuous improvements. .Review Risk Assessment document and implement mitigations strategies.
Overall responsibility for Service Delivery - Ensure SLAs are met and deliverables are provided on time with high quality. Work-plan management, Invoice, P/L Review, Operational Crisis Management, BCP, workforce planning and management Focus on maximizing Customer Experience while optimizing costs Contribute to the development of short and long term strategic business goals. Ensure systems development integration with strategy Mentor and assist Managers. Develop and groom talent. Co-ordinate with internal Support functions Experience of Managing/Handling BPO center with large span Willingness to work 24/7 - needs to be comfortable with working in shifts Excellent written and verbal communication skills; ability to write concise descriptive narrative summaries Needs to have strong Team Leading ability Ability to handle multiple accounts & clients Good rapport building skills, methodical and organized. High Performance orientation and manage Team performance effectively. High level of maturity & adaptability. Should be able to work with cross-functional teams. Good analytical abilities
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