Assistant Manager-Customer Care Voice-Claims - FNOL

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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

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Assistant Manager-Customer Care Voice-Claims - FNOL

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