Job Role: Team leader
Job Location: Nagpur
Qualification: Graduate & Above
Domain Expertise: Life & Pensions
Key responsibilities :
Training:
- Manage a set of new hires through initial team bonding exercises
- Prepare a training schedule and adhere to timelines.
- Track attendance and maintain MIS for test scores etc.
- Ensure that training material is updated
- Gauge the understanding levels of the batch from time to time and report back to the Manager.
- Provide ongoing, constructive feedback to the team
- Initiate ID creation requests with the tech team
- Ensure that the entire batch is aware of the quality parameters
- Ensure complete supervision as soon as the batch hits the floor
- Identify gaps and plan training sessions for the existing team
Operations:
- Manage a team of 15-20 + associates
- Track attendance and maintain MIS for test scores etc
- Ensure that training material is updated
- Provide ongoing, constructive feedback to the team
- Identify gaps and plan training sessions for the existing team
- Responsible for customer service turnaround within set time frames
- Ensure accurate documentation of customer profiles
- Handle written customer correspondence on behalf of customer
- Communicate with operations staff on client issues, policy change etc
- Should be able to communicate effectively with customer based out of UK
- Passing the case to the relevant Q based on information given/missing
- Should be able to analyze customer requirements & process cases accordingly
- Meet unit level targets set for efficiencies, service levels and attrition
SKILLS REQUIRED:
- Working knowledge of PCs e.g. MS Office
- Excellent keyboard skills
- Generic understanding of customer service
- Excellent spoken English and written communication skills
- Ability to verbalize thoughts
- Correct construction of sentences and Grammatically correct English
- Excellent listening skills
- Understanding of job profile applied for
- UK Insurance knowledge would be preferred
Preferred Knowledge:
- Certification / Knowledge of CII – CF1 / FA1 / FA2
- Any other certification in Insurance
