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Assistant Manager - Business Conservation
ConfidentialThane20 days ago
Job descriptionBusiness Conservation 301 Drive renewal collection and outlier calling, manage control / implement business conservation Ensure smooth functioning of operational activities of Autopay and other related processes Resolve customer queries and grievance related to collections Senior Manager NA HO PAN INDIA Branches Operations Sales Team Finance Vendor Management IT Audit Call Centers Banca Partners Premium collection management Drive Call center for renewal collection Identify opportunity for collections and drive suitable campaigns Achieve renewal collection target for organization Drive specific campaign for renewal collections Analyse portfolio and drive collection on targeted base Data to be interpreted for further action To engage with HNI customer for renewal collection and query resolution To meet HNI customers Resolve customer queries and grievance related to collections Reviewing collection strategy for better output Support collection MIS management Handling of customer & sales queries Invoice Processing through vendor management / finance Support IT development for system enhancement Process review in accordance with audit and regulatory compliance guidelines Ensure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction Review system changes for process improvement Preparation of presentation on process / subject as per management requirement Goes out of the way to deliver on time, the commitments made to the customers and consumers while striking a balance between their changing needs and organizationals processes Clearly identifies the full range of customers to be served, their stated needs and offers options and suggestions to match their current and future expectations Works towards integrating data, technology and strategy into creating hybrid customer experience solutions Cultivates a consumer focused attitude among colleagues and assists team members to focus on various touchpoints to achieve customer satisfaction Strives to exceed clients expectations by offering various possible options to pick and choose from which will completely satisfy their needs and be in their best benefit Effects changes keeping in mind the customer context to deliver greater value and satisfaction to the customers Is able to design promotional emails and letters in collaboration with corporate communication and marketing team for customer engagement Collaborates within and outside the team to enhance process efficiency, and enrich customer service experience Represents views to address others concerns; makes others feel comfortable by responding in ways that convey their interest Shares relevant ideas / information / views openly and directly and assumes different roles in a team to enable team performance Clarifies the context of actions of self and team in case of adverse consequences Seeks and gives open feedback on developmental areas of team members Extends help to everyone in the team & stands by / defends ideas, views, decisions & actions of team members Recognizes, highlights and rewards performance to ensure empowerment and motivate team members Considers whether short-term goals will support long-term objectives Suggests changes in own plans according to changes in environment Projects or thinks about long-term applications of current activities Guides team to establish connection between their individual and team goals and identifies changes needed in own area of work in line with changing business trends Estimates the impact of the changing business environment in own area of operations Is determined despite frequent obstacles Tackles difficult problems and takes personal responsibility for reaching solutions Helps others generate breakthrough ideas, fresh perspectives and new approaches Creates a safe and positive environment for self and others to try and learn new ways of doing things by being creative Empowers all employees to be effective and to champion continuous improvement Empowers team members to propose approaches to increase performance and deliver results in shorter timeframe Does not rest on past successes; establishes new stretch goals for the unit that accelerate NRC's business objectives Work within shared resources, to bring out better productivity Has a broad understanding of the financial / commercial, operational and regulatory dynamics important to the business Gathers and evaluates information to take decisions which will enhance the effectiveness of the department Has thorough knowledge and experience in project management and takes up project with purpose of achieving higher customer retention with minimum cost Is able to analyze complex data using SQL to derive meaningful conclusion and provides input to business and function Tracks and reviews 13th month persistency data to understand effectiveness of customer engagement campaigns Is able to analyze customer feedback received from various touch points and make meaningful suggestions for impacting companies revenue requirement Encourages and leverages diversity by utilizing individual strengths and actively builds hybrid teams with complementary skills Proactively takes efforts to share experience / relevant ideas / information / views and provide guidance to other team members working remotely to achieve goals Effectively communicates and cascades various business initiatives to hybrid teams to drive business results by leveraging technology Anticipates and is prepared to effectively deal with problems and roadblocks faced while working with hybrid teams Encourages work-life balance amongst team to maintain healthy workforce Proactively recognizes team members for their triumphs and encourages their self development Is able to adapt person-specific approach while dealing with various team members Ability to analyze current technological trends, keeps track of key technological changes in industry and other markets Shows agility for adopting new technology post systematic evaluation of the solution Continuously stays in touch with key networks and contacts, with an objective of leveraging technology for achieving goals Effectively balances changing technological priorities and deliverables under unfamiliar situations or tight deadlines Independently engages in tasks requiring interpretation of complex and often vague sets of information Identifies gaps in information and makes assumptions in order to continue analysis and / or take action Promotes digital literacy and fluency in the team Database management – X Data Interpretation – X Data Base Control Through MS Excel / MS Access – X SQL KNOWLEDGE – X Interpersonal – X Communication – X Creative thinking – X Supervising / Leadership – X Teamwork – X Influencing – X Relationship Building – X Decision making – X Graduate Post Graduate Knowledge on Call center process Minimum 3 - 4 year experience on Call center collections process 2- 3 year Experience to manage external stakeholders Knowledge on Insurance process and industry
Position Title
- Assistant Manager
Department
Level / Band
B. Role Summary
C. Organizational Relationships
Reports to
Supervises
D. Job Dimensions
Geographic Area Covered
Stakeholders Internal
External
E. Key Result Areas
Renewal Collections
Internal Stake Holders
Competencies
Customer & Consumer Engagement And Experience in a Hybrid World
Building and Managing Relationships
Strategic Orientation
Achievement Orientation
Functional and technical ability
Developing, Managing & Working with Hybrid Teams
Technology, Digital and Analytics
G. Skills Required
Type of Skills
Essential
Desired
Technical Skills
Behavioral Skills
H. Incumbent Characteristics
Essential
Desired
Qualification
Experience
Skills Required
Database Management, Ms Excel, Data Interpretation, Relationship Building, Communication, Sql
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Assistant Manager • Thane
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