Assistant Manager - Corporate Business

Position Title

Senior Executive / Assistant Manager - CBO

Department

Operations

Level/ Band

Senior Executive / Assistant Manager

Reports to

Manager

Supervises

CBO - Employer Employee issuances

Geographic Area Covered

All locations from the HO

StakeholdersInternal

All departments

StakeholdersExternal

All the customers / Partners / Clients / Intermediaries

Adherence to established processes

• Following the process & coordinate with IT team for cases on adhoc basis
• Ensure timely updation of trackers
• Maintain consistent quality scores

Controls

• Be updated on any process / regulation changes and communicate the same to relevant stakeholders
• Daily reconciliation of MIS.

Competency For

Proficiency Scale

Proficiency Scale Description

Customer & Consumer Orientation

2

Ensures thorough follow up with servicing teams to ensure that customer concerns are responded to with urgency and sense of responsibility.

Uses the perspectives of the customer to resolve decision dilemmas on operational

approaches & priorities.

Finds opportunities to collect information from the most direct source on customer needs.

Collaboration & Networking

1

Keeps self-aware of the important stake holders (decision makers & influencers) necessary for delivering results.

Communicates & connects consistently with colleagues, customers and internal stakeholders to respond and resolve their concerns and queries.

Remains courteous while dealing with colleagues and customers.

Seeks guidance in case of ambiguity.

Process Orientation

1

Is aware about all critical process flows applicable to the assigned role and also about the performance parameters like

TAT, SLA etc. for assigned activities.

Works towards making sure that set benchmarks are met with required quality standards as per processes.

Has good understanding and awareness about MS office tools

Attention to Details & Solution Orientation:

.

1

Is aware of the various pieces of information and processes required to make quality decisions and identifies the gaps.

Strives to perform tasks in an error free manner with care and focus on completing tasks within a stipulated time frame.

Asks for help if required.

Is aware of the various segments of customers and consumers in the organization and provides them with standard service/solution based on set procedures.

Escalates issues as and when required.

Managing and working with remote teams:

1

Coordinates and cooperates with other team members through the digital medium and expresses views on one's own area

Understands various roles and functions of team/ HO members working remotely and aligns well to own role

Keeps appropriate people informed about progress on tasks/projects and seeks help

if required

Respects diverse opinions and attempts to understand viewpoints of others

Technological enablement

and agility:

2

Demonstrates a good understanding of the technological advancements and works

with peers or colleagues to test the viability of a new technology tool before applying

it in one's area of work by ensuring the outcome is error-free

Ability to alter conventional processes and highlight challenges that can be enabled

with technology

Stays calm in ambiguous or demanding technological changes in one's area of work

Ability to make decisions on minor technological changes and can escalate major

concerns to the senior management

Technical

.Strong Communication skills, Listening skills & thorough knowledge of processes and systems.

.Basic Knowledge of Group and Life Insurance preferable

.MS Office (Advanced Excels like pivot, Vlook up)

Behavioral (Refer Appendix for details)

Essential

Desired

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

Essential

Desired

Qualification

Graduate

Post Graduate

Experience

5-8 years in a insurance sector

Experience in Business Support, Customer Services / Queries handling.

MIS and PPT skills in Group Business