Assistant Manager

Role & responsibilities

• Ensure team members are visiting the customers place as per the schedule
• Monitor the team members activity in terms of volumes (documents collected)
• Review the queries received from the customer and the responses from the team members
• Help team members in resolving escalationsfrom customers
• Review the reports sent by the team members and take necessary actions (issues with respect to claim

registrations) based on the report. Coordinate with front end team and help in getting the claims registered

• Conduct weekly/monthly one on one review with the team membersto understand their concerns and help

simplify the process

• Review the claims dump along with front end team and take necessary action for IR raised, reopening the

claims, dummy claims as appropriate

• Review the feedback received from the customers. Rework on the low ratings and identify the areas of

improvement and implement process improvements

• Team management
• Review on the low C-SAT/D-SAT to improve the communication quality or process gap if any as per the clients

understanding/requirement.

• Coordinate with internal/external stakeholders and other regions on the support needed for the client

requirements, like helpdesk , wellness-related activity and more.

Preferred candidate profile

3-5 years of experience in people management and customer service & 7-8 years of overall experience in service industry