Job Description

Role description `A Position Overview Position Title Exec - PSC Department Premier Process Unit Level/ Band Exec Role Summary : Handling of Manual PSC Call centre Submission of specific reports on period basis (Daily/Weekly/Fortnightly/Monthly) to Channel Audit/Compliance team post reviewing the calls of cases tagged under specific category Regular Call Audits to maintain call quality Risk Management/ Compliance related to process Complaints & RCA Certification, Evaluation, QC Scoring Process Data Analytics, Communication & Presentations Call Centre Productivity, Training & Channel Support Billing/Provisioning/Documentation Awards & Campaign management B Organizational Relationships Reports to Manager - Premier Process Unit Supervises Premier Process Unit C Job Dimensions Geographic Area Covered All locations from the HO Stakeholders Internal All departments External All the customers D Key Result Areas Call Centre Monitoring of call quality of vendor & in-house Evaluation of call quality process Prepares and presents audit reports for management to identify the issues and performance Evaluating vendor performance at regular intervals Supporting call center with data allocation and regular data inputs Customer query resolution Call center database management (Calling trails / Call recordings) Training to call center for new business processes at regular intervals Evaluation of new recruits & Certification & Contract Renewal & penalties Internal Stake Holders Process review in accordance with audit and regulatory compliance guidelines Preparation of presentation on process/ subject as per management requirement Daily MIS update to internal stake holders for New Business pending cases Invoice Processing through vendor management / finance Support IT development for system enhancement Interacting with branch /Agents/ Leaders for policy issuance Handling of customer & sales queries Ensure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction Review system changes for process improvement Need to analysis and interpret data base for maximum Issuance within given SLA E Competencies (Please copy paste from Competency Dictionary) Competency For Proficiency Scale Proficiency Scale Description Customer & Consumer Focus 3 Sets up systems responsive to immediate and ultimate customer needs. Focuses on the needs of the external customer while laying out work procedures. Effects changes in practices to deliver greater value and satisfaction to the customers. Goes out of the way to deliver on time, the commitments made to the customers and consumers while striking a balance between their needs and organizational SOP\'s. Guides team members to build relations and ensures customer delight. Business Acumen and Functional Knowledge 2 Displays broad level understanding of various product features and IRDA regulations on policy surrender. Understands how various business drivers inter-relate & impact one\'s area of work Has a fair understanding of customer grievances and queries based on geography, channel, product and Seasonality of customer and demonstrates urgency and proactiveness in providing closures. Conducts basic concern analysis and shares it with supervisor to enable changes in internal policies and procedures with respect to customer service. Uses available technology, systems, techniques, processes to resolve customer concerns and queries and support channel partners in achieving their business priorities by promptly handling pre-issuance activities. Collaboration & Networking 3 Establishes cordial working relationships with colleagues from other departments. Responds with respect to routine questions and concerns. Avoids conflicts and if encounters them, remains assertive in communicating and resolving the conflict. Maintains healthy professional network with colleagues from similar function in other companies, to understand customer concerns and expectations. Encourages team to take up self development initiatives. Decision Making and Solution Orientation 2 Takes decision quickly in clear situations. Seeks guidance in case of unclear situations. Open to new ideas, and demonstrates willingness to implement them. Weighs pros & cons before taking action. Adapts to changing business demands & priorities. Addresses unforeseen issues/ likely problems in providing closure to customer. Effective Communication 3 Can customize email messages to be sent to customers and guides team in customizing the written communication based on customer need. Ensures regular consistent communication within area of responsibility. Expresses ideas clearly and concisely verbally and in writing. Presents message as per need of audience. Ensures that all related parties have same Understanding of the situation and gain agreement. Engages other\'s through own enthusiasm and commitment. Uses information appropriately to influence decisions. Communicates strategic priorities, objectives and purpose clearly. G Skills Required Technical Call Audits/Quality Control Risk Management/ Compliance Complaints Listening skills, Communication skills, & thorough knowledge of processes and systems. Data Analytics & Presentations Basic Knowledge of Insurance industry preferable MS Office (Excels, MS access and powerpoint presentation) Technical Behavioral Essential Desired Interpersonal skills Yes 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 H Incumbent Characteristics Essential Desired Qualification Bachelor Degree Professional Management Qualification Experience 3-4 Years in a Service Sector 2-4 Years in Financials Customer Services / Queries handling Data Analytics & Presentations skills

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