Assistant Manager- Business Conservation-Call Center

A. Position Overview

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: Cal 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 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.

Experience

1. Knowledge on Call center process

2. Minimum 3 - 4 year experience on Call center collections process

3. 2- 3 year Experience to manage external stake holders

4. Knowledge on Insurance process and industry