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Broking & Client Servicing Operations process

3.00 to 5.00 Years   Mumbai City   18 Sep, 2019
Wills Tower Watson
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryInsurance
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

Principal Duties/Responsibilities KPI Management

  • Communicate effectively with client/members via the telephone, remembering each caller will have a different level of understanding. Record each call as they occur.
  • Consistently provide a quality customer experience to clients/members.
  • Continuously seek to identify areas where the service to clients/members could be improved and communicate to the Senior Administrator/Team Leader.
  • Deal with queries and requests by the use of standard letters and reference to procedures.
  • Recognize and escalate potential problem and potential complaint cases.
  • Ensure complaints procedure is adhered to and that all complaints are immediately notified to Senior Administrator.
  • Seek clarification where errors are made.
  • Monitor own workflow to ensure service levels are achieved.
  • Prioritize and manage own workload and maintain a rolling schedule of objectives.
  • Accurately perform manual calculations.
  • Know and live the firm s values.
Operations Management/Operational Effectiveness
  • Participate and contribute in team huddles.
  • Proactively support key initiatives that have been delivered to implement change.
  • To ensure any feedback (including breach/errors) found in the process is informed to the team Manager instantly.
Relationship management
  • Assist the wider team in more complex / project work when required.
  • Accountable for own development, identifying and raising any learning needs with Administration Co-ordinator.
  • Understand your role within the team.
  • Support colleagues for holiday cover and workload peaks.
  • Update and maintain skills matrix.
, Required Qualifications, SkillsQualifications :
  • Graduate
Skills :
  • Able to work to a high level of accuracy.
  • Able to work well under pressure and meet targets.
  • Interpersonal skills to include good written and verbal communication.
  • Customer and quality focused.
  • Computer literate.

Keyskills :
service levelscustomer experience interpersonal skillsrelationship management kpimanual rollingschedule

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