Assistant Manager - PCVC - Mumbai (Intellion Square - HO)
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Description
<p class="MsoNormal"><span style="font-weight:bolder;"><span style="font-size:20pt;font-family:Cambria, serif;color:rgb(192,0,0);">JOB DESCRIPTION</span></span></p><p class="MsoNormal"><span style="font-size:10.5pt;font-family:Roboto;"> </span></p><table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td width="253" valign="top" style="border:1pt solid rgb(192,80,77);width:189.7pt;background:rgb(239,211,210);padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">POSITION</span></span></p></td><td width="454" valign="top" style="border-top:1pt solid rgb(192,80,77);border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);width:12cm;background:rgb(239,211,210);padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-size:12pt;font-family:Roboto;">1</span></p></td></tr><tr><td width="253" valign="top" style="border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);border-left:1pt solid rgb(192,80,77);width:189.7pt;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">DESIGNATION</span></span></p></td><td width="454" valign="top" style="border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);width:12cm;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-size:12pt;font-family:Roboto;">Assistant Manager/Deputy Manager</span></p></td></tr><tr><td width="253" valign="top" style="border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);border-left:1pt solid rgb(192,80,77);width:189.7pt;background:rgb(239,211,210);padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">POSITION GRADE</span></span></p></td><td width="454" valign="top" style="border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);width:12cm;background:rgb(239,211,210);padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-size:12pt;font-family:Roboto;">L1/L2</span></p></td></tr><tr><td width="253" valign="top" style="border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);border-left:1pt solid rgb(192,80,77);width:189.7pt;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">JC CODE</span></span></p></td><td width="454" valign="top" style="border-right:1pt solid rgb(192,80,77);border-bottom:1pt solid rgb(192,80,77);width:12cm;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-size:12pt;font-family:Roboto;"> </span></p></td></tr></tbody></table><p class="MsoNormal"><span style="font-size:12pt;font-family:Roboto;"> </span></p><table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td width="251" valign="top" style="border:1pt solid #000000;width:187.9pt;background:#C0C0C0;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">DEPARTMENT</span></span></p></td><td width="446" valign="top" style="border-top:1pt solid #000000;border-right:1pt solid #000000;border-bottom:1pt solid #000000;width:334.4pt;background:#C0C0C0;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;">PCVC</p></td></tr><tr style="border-left:1px solid #000000;height:20.8pt;"><td width="251" valign="top" style="border-right-width:1pt;border-bottom-width:1pt;border-left:1pt solid #000000;width:187.9pt;padding:0cm 5.4pt;height:20.8pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">REPORTING</span></span><span style="font-size:12pt;font-family:Roboto;"> <span style="font-weight:bolder;">POSITION</span></span></p></td><td width="446" valign="top" style="border-right-width:1pt;border-bottom-width:1pt;width:334.4pt;padding:0cm 5.4pt;height:20.8pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><br /></p></td></tr><tr><td width="251" valign="top" style="border-right:1pt solid #000000;border-bottom:1pt solid #000000;border-left:1pt solid #000000;width:187.9pt;background:#C0C0C0;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">WORK LOCATION</span></span></p></td><td width="446" valign="top" style="border-right:1pt solid #000000;border-bottom:1pt solid #000000;width:334.4pt;background:#C0C0C0;padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-size:12pt;font-family:Roboto;">Goregaon (East), Mumbai. Corporate office</span></p></td></tr></tbody></table><p class="MsoNormal"><span style="font-size:12pt;font-family:Roboto;"> </span></p><table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0"><tbody><tr style="border-left:1px solid #000000;height:23.1pt;"><td width="572" valign="top" style="border-width:1pt;border-left-style:solid;border-color:rgb(192,80,77);width:428.7pt;background:rgb(166,166,166);padding:0cm 5.4pt;height:23.1pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:14pt;font-family:Roboto;color:#FFFFFF;">KEY RESPONSIBILITIES</span></span></p></td><td width="124" valign="top" style="border-top-width:1pt;border-top-color:rgb(192,80,77);border-right-width:1pt;border-right-color:rgb(192,80,77);border-bottom-width:1pt;border-bottom-color:rgb(192,80,77);width:92.8pt;background:rgb(166,166,166);padding:0cm 5.4pt;height:23.1pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:14pt;font-family:Roboto;color:#FFFFFF;">Weightage</span></span></p></td></tr><tr style="border-left:1px solid #000000;height:254.6pt;"><td width="572" valign="top" style="border-right-width:1pt;border-right-color:rgb(192,80,77);border-bottom-width:1pt;border-bottom-color:rgb(192,80,77);border-left:1pt solid rgb(192,80,77);width:428.7pt;padding:0cm 5.4pt;height:254.6pt;"><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Handle Outbound calls customers to complete the physical medicals prior to policy issuance</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Should maintain a Professional behaviour with the customer throughout the calling process.</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Give complete and correct information on all the product purchased by the customer</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Meet targets on productivity and Quality as well as Net Promoter score (NPS)as defined from time to time.</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Adherence to Information Security norms & quality process norms.</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">To be aware of and comply with any updates about the process</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance</span></p><p class="MsoNormal" style="margin-bottom:24pt;text-indent:-18pt;"><span style="font-size:10pt;font-family:Symbol;">·</span><span style="font-size:7pt;font-family:'Times New Roman', serif;"> </span><span style="font-size:12pt;font-family:Roboto;"> </span></p></td><td width="124" valign="top" style="border-right-width:1pt;border-right-color:rgb(192,80,77);border-bottom-width:1pt;border-bottom-color:rgb(192,80,77);width:92.8pt;padding:0cm 5.4pt;height:254.6pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-size:10.5pt;font-family:Roboto;"> </span></p></td></tr><tr style="border-left:1px solid #000000;height:2.1pt;"><td width="572" valign="top" style="border-right-width:1pt;border-right-color:rgb(192,80,77);border-bottom-width:1pt;border-bottom-color:rgb(192,80,77);border-left:1pt solid rgb(192,80,77);width:428.7pt;padding:0cm 5.4pt;height:2.1pt;"><p class="MsoNormal" style="margin:0cm -1.2pt 0.0001pt 36pt;"><span style="font-size:12pt;font-family:Roboto;">TOTAL</span></p></td><td width="124" valign="top" style="border-right-width:1pt;border-right-color:rgb(192,80,77);border-bottom-width:1pt;border-bottom-color:rgb(192,80,77);width:92.8pt;padding:0cm 5.4pt;height:2.1pt;"><p class="MsoNormal"><span style="font-size:12pt;font-family:Roboto;">100%</span></p></td></tr></tbody></table><p class="MsoNormal"><span style="font-size:12pt;font-family:Roboto;"> </span></p><table class="MsoNormalTable" border="0" cellspacing="0" cellpadding="0"><tbody><tr><td width="696" valign="top" style="border:1pt solid rgb(192,80,77);width:522.3pt;background:rgb(166,166,166);padding:0cm 5.4pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:14pt;font-family:Roboto;color:#FFFFFF;">REQUIRED QUALIFICATION AND SKILLS</span></span></p></td></tr><tr style="border-left:1px solid #000000;height:122.95pt;"><td width="696" valign="top" style="border-right-width:1pt;border-right-color:rgb(192,80,77);border-bottom-width:1pt;border-bottom-color:rgb(192,80,77);border-left:1pt solid rgb(192,80,77);width:522.3pt;padding:0cm 5.4pt;height:122.95pt;"><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">Qualification: Graduate – preferably B.Com</span></span></p><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">Work experience in years: 1- 3 years</span></span></p><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;"> </span></span></p><p class="MsoNormal" style="margin-right:-1.2pt;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;">Skills / experience required</span></span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Candidates with preferably Insurance background/Voice - Customer service industry</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Candidates with fluency in local languages will be an added advantage (Telugu, Kannada, Assamese, Bengali, Tamil and Malayalam,)</span></p><p class="MsoNormal" style="text-indent:-18pt;"><span lang="en-us" style="font-size:10pt;font-family:Symbol;" xml:lang="en-us">·</span><span lang="en-us" style="font-size:7pt;font-family:'Times New Roman', serif;" xml:lang="en-us"> </span><span lang="en-us" style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;" xml:lang="en-us">Candidate should have a pleasing personality and should be presentable.</span></p><ul type="disc"><li class="MsoNormal"><span style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;">Should be dedicated and display integrity.</span></li><li class="MsoNormal"><span style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;">Willingness to learn with an attitude of continuous improvement.</span></li><li class="MsoNormal"><span style="font-size:10pt;font-family:'Trebuchet MS', sans-serif;">Willing to work in rotational shifts</span></li></ul><p class="MsoNormal" style="margin:0cm -1.2pt 7.5pt 0cm;"><span style="font-weight:bolder;"><span style="font-size:12pt;font-family:Roboto;"> </span></span></p></td></tr></tbody></table>