Position Title

Assistant Manager

Department

Business Conservation

Level/ Band

301

B. Role Summary

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

C. Organizational Relationships

Reports to

Senior Manager

Supervises

NA

D. Job Dimensions

Geographic Area Covered

HO PAN INDIA

Stakeholders Internal

Branches
Operations
Sales Team
Finance
Vendor Management
IT
Audit

External

Call Centers
Banca Partners

E. Key Result Areas

Renewal Collections

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

Internal Stake Holders

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

Competencies

Customer & Consumer Engagement And Experience in a Hybrid World

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

Building and Managing Relationships

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

Strategic Orientation

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

Achievement Orientation

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

Functional and technical ability

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

Developing, Managing & Working with Hybrid Teams

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

Technology, Digital and Analytics

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

G. Skills Required

Type of Skills

Essential

Desired

Technical Skills

Database management – X
Data Interpretation – X
Data Base Control Through MS Excel / MS Access – X
SQL KNOWLEDGE – X

Behavioral Skills

Interpersonal – X
Communication – X
Creative thinking – X
Supervising/Leadership – X
Teamwork – X
Influencing – X
Relationship Building – X
Decision making – X

H. Incumbent Characteristics

Essential

Desired

Qualification

Graduate
Post Graduate

Experience

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

Assistant Human Resource Manager

Community Ambassador Professional

Customer Experience Executive

Assistant Manager - Business Conservation

Team Lead

Sr.Manager

PMP Solutions Architect/Trainer