Assistant Manager-Customer Care Voice-Claims - FNOL

Drive overall performance and manage the process. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.

Role/ Responsibilities

• Manage the process and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Skills Requirement

Competencies & Skills

• Knowledge of the function, process and systems.
• High level of computer proficiency.
• Coaching and Feedback ability.
• Clear written and verbal communication
• CEF Requirement B2-8 or higher

Values & Behavior

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

Product/Process Specific

Business Insurance

Process/Product/System specific