Assistant Manager - Policy Issuance

Key Responsibilities & Indicative time allotment: -

Customer on-boarding and Issuance Deliverables - 50%

 Monitor inbound call quality, customer interactions, and adherence to service-level agreements. Supervise and support inbound call centre, ensuring adherence to performance standards. Ensure regular training and process updates to call centre team.
 Manage daily team operations, including agent /calling attendance, shift scheduling, and workflow assignments.
 WIP Management and improvement of Issuance and GO Actionable Resolution TATs.
 Liaison with other support units at Home Office (such as PI, UW, CET, Distribution, IT, etc) to ensure that all operational issues /help items pertaining to issuance resolved.
 Conduct team huddles and provide real-time updates on process changes and performance metrics. Trainings of Front End callers team, callers on various UW/PI guidelines and any updates.
 Identify areas for process improvement and implement strategies to enhance efficiency and customer satisfaction. Coordinate with stakeholders to fine-tune Interactive Voice Call (IVC) workflows and integrate automation or CRM updates.
 Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics. Ensure strict compliance with company policies, legal requirements, and industry standards.


MIS and Dashboards -50%
 Business Number Reporting
 Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics.
 Data reconciliation (Call Volume/ Average Handling Time (AHT)/ First Call Resolution (FCR)/ Agent Utilization
 MIS / Dash boarding. Analyze historical data to predict call volumes, peak hours, and staffing needs.
 Formulation / EXL expertise Quality Score/ Calls Handled per Agent/ Repeat Calls (%). Peak Call Hours
 Expertise in PPT creation and reviews


Desired qualifications and experience:
 Graduate
 4-6 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role
 Experience of branch Operations and / or Customer acquisition process preferably in Insurance, banking, telecom or MNC service companies.
 Flexible to adapt to dynamic call center environments and manage last-minute operational changes.

Measure of Success:

 Maintain AHT within defined SLA limits/ Resolve 99% of customer queries on the first interaction.
 Consistent improvement in Issuance.
 Improvement in NB process.
 Business Number Reporting
 100% adherence to deadlines for delivering daily, weekly, and monthly reports.