Sr. Manager- Customer Relation Team

As a Senior Manager in the Customer Relation Team (CRT) at General Insurance Co., located in Navi Mumbai, you will be responsible for providing high-quality and efficient customer service to our clients. With a minimum of 8 years of experience, including at least 3-5 years as a Team Leader in a domestic or international BPO, you will lead a team of up to 30 employees. Your role will involve various key responsibilities, such as hiring, motivating, recognizing, and rewarding team members, as well as coaching, training, and problem-solving. You will work closely with the Team Manager to drive development, process improvement, analysis, and the implementation of efficiency or quality initiatives. Monitoring resource utilization and performance will be a crucial aspect of your job to ensure optimal team performance and customer satisfaction. Your primary responsibilities will include team supervision and performance management, where you will provide regular feedback, conduct performance reviews, and address complex conflict situations with customers or employees. Additionally, you will be responsible for process improvement and coordination by collaborating with other teams, implementing engagement programs, and managing training, staffing, and scheduling issues. Requirement analysis and documentation will also be a significant part of your role, involving the creation of Business Requirement Documents (BRD), Functional Requirement Documents (FRD), or Minor Development Documents (MDD). You will liaise with stakeholders from operational, legal, and technology teams to ensure a common understanding of requirements and priorities. Your strong analytical and problem-solving skills, coupled with technical proficiency in Microsoft Office tools, including Excel macros, will be essential. You will maintain version control of requirement documents and ensure adherence to business continuity planning. This full-time, permanent position requires your presence in the office from Monday to Friday. If you are looking to join a dynamic team and play a pivotal role in delivering exceptional customer service while driving process improvements and team performance, we welcome your application for the Senior Manager position in the CRT at General Insurance Co.,