Assistant Manager - Business Conservation

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