Assistant Manager- Customer Service
Job Description
JOB PROFILE
Position Assistant Manager Location NOC
Reporting Mgr. Name - Department Customer Service
Reporting Mgr. Designation General Manager Offered Grade
M7
Our Purpose At Niva Bupa, our purpose is to give every Indian the confidence to access the best healthcare
Our Values- Commitment 2. Innovation 3. Empathy 4. Collaboration 5. Transparency
Proficiency Level (Please Tick)
L1:- HEAD OF FUNCTION/BUSINESS (Sr.
- MANAGER OF MANAGER L3:
- MANAGER L4:
- INDIVIDUAL CONTRIBUTOR
About Niva Bupa Health Insurance Company
Niva Bupa Health Insurance Company Limited (formerly known as Max Bupa Health Insurance Company Limited) is a joint venture between Fettle Tone LLP (an affiliate of True North Fund VI LLP), a leading Indian private equity firm, and the Bupa Group, a leading international healthcare company with a legacy of providing specialized healthcare services for over 70 years.Niva Bupa's growth story has been phenomenal. We are one of the fastest growing Stand Alone Health Insurers in the country with a current employee strength of 7000+ with growth rate of 154% since FY 20 and growing. We are a fully integrated health insurance provider with in-house claims processing; under-writing and servicing.
Our goal is to achieve more than 10000 Cr GWP By 2027 & thus requires goal oriented individuals to be a part of this exciting growth journey to achieve it. Niva Bupa is certified Great Place to Work for the 3rd year running and aims become one of the best workplaces in the BFSI industry.
Niva Bupa is an Equal Opportunity Employer committed to achieving diversity within its workforce, and encourages all qualified applicants to apply, irrespective of gender, age, sexual orientation, disability, culture, religious and ethnic background.
At Niva Bupa 12% of our team handling roles are led by women. We welcome specially-abled professionals to join our team. ESG: Supporting action to protect, restore and regenerate local environments for the benefit of our customers our people, our communities and wider society For more Details visit our website- www.nivabupa.com
Key Roles & Responsibilities
Primary Role Description: - The Customer Service Assistant Manager is responsible for assisting the Operations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issues are being handled in the required timeframe and the adequate resources supporting the Customers.
- He/She will also be responsible to provide suggestions and assist in making sound decisions based
on data driven facts to help the operations team improve their performance, processes, and delivery of key performance indicators. It is also a key role in helping attain efficiency and to optimize performance in order to be more effective in the day to-day operations.
- He/She will lead, coach, develop and mentor a team of Customer Service Agents in the execution of their role in compliance with Company Policy and the Standard Operating Procedures ensuring the delivery of the highest quality of service.
- He/She will Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company's standards.
- He/She will manage the Customer Service team ensuring that the department is running effectively to deliver business results through delivery of customer resolution at first place and customer satisfaction to achieve sustained and increment goals.
- Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of issues
- affecting customers.
Key Roles & Responsibilities
Familiarize the team with the customer needs, process SOP's and products and governing compliance.
Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
Provide status reporting of team activities against the program plan or schedule. Cascade all necessary business information and updates to the executives. Facilitate problem solving and collaboration. Identify and manage BQ across the floor to enhance floor performance.Regular reviews with the Team & analyze the opportunities of improvement & reduction in
controllable defects which are a direct impact to Customer Experience Assisting the Senior manager in organizing, planning and implementing strategy Coordinating day-to-day operations Ensuring that goals, SLA and objectives are met Maintaining a safe and clean work environment Interviewing and recruiting new employees Reporting any problems or accidents to senior management Creating reports, analyzing, interpreting and presenting data Managing customer complaints and resolving their issues Assisting with procurement of inventory and supplies Floor support, Act as a point of escalation and 2nd level of support for all complex scenarios.Work as a resource person for product development team in order to report issues, diagnose
and collect necessary information.
Key Requirements Education & Certificates- Graduate from a reputed and UGC recognized university / equivalent global standard.
Key Requirements - Experience & Skills
Need 5+ years experience of customer service leading a team of 20+ employees Excellent communication skills Comfortable with rotational shift timing and rotational weekoff Efficiency in MS Excel, Emails management, Docs and Powerpoint Decision making skills Supervising, leading and motivating employees
Key Functional Competencies
Functional competency Beginner Intermediate Expert
Process & Product Knowledge
People Management Attributes
Quality Control
NBHI Core Competencies
Behavioral Competency
Behavioral competency Beginner Intermediate Expert
Targets/ KRA/ KPI (Tentative Business Nos./ Goals, Measure of Success & Weightages)
Goals Measures of Success Weightage
Company MOS Defined as per Company Policy Defined as per Company Policy
Customer Satisfaction Scores
NPS Scores 30%
Drive Quality of Service Quality Scores 20%
Shrinkage Management Shrinkage and productivity 15%
Employee Attrition Control Monthly / yearly Attrition 15%
Escalation Management Social Media and Grievance escalations
20%
Functional Hierarchy/ Reporting Matrix
Hiring Manager has to inform the TA Team about the Reporting manager's grade and the candidate's grade. (Reporting Manager and Prospective New Hire Grade to be clearly mentioned below)
M1
M2
M3
M4
M5
M6
M7
M8
M9