Senior Relationship Manager - Differentiated Service Desk

A Position Overview

Position Title Senior Relationship Manager - Differentiated Service Desk
Department Operations
Level / Band Senior Manager (501)

B Organisational Relationships

Reports to Direct AVP
Matrix Not Applicable

Supervises None

C Job Dimensions

Geographic Area Covered All locations from HO
Stakeholders Internal All departments
External Advisors / Leaders / SM`s / Customers

Roles and Responsibilities of Senior Manager :

Manage end to end on call/email/digital/in person service support for TOP advisors
Inter department collaboration with Underwriting, DOPS, POS, SAU, NB, MMT, Claims, Renewals, BSG, IT, Business etc. for processing of cases, query/service resolution etc.
Track adherence to agreed SLA
Publish regular dashboard / update on processing / transaction handling along with SLA achievement
Quality process reviews with all stakeholders on regular intervals / during any regulatory or process change for seamless execution and managing top service experience
Stake holder management (advisor/business/support teams/internal depts)
Review Analyze Root Cause/process gap for grievances reported and identify call to action to avoid such instances in future (CAPA)
Drive Self service for advisors for faster quicker closure of requirements
Work on automation / system enhancements to avoid any manual intervention / checks in the process

D Key Result Areas

Adherence to established processes Achievement of agreed SLA`s
DSAT survey
Process automation
Promotion of self service for advisors
Analysis of data
Detailed RCA with CAPA
Manage the presentations Monthly / as per requirement or project

E Skills Required

Technical Should have sound knowledge of Ms. Word, Excel, Power Point
Should have good analytical skills
Knowledge of processes and systems
Person should be observant, should see the impact look forward for bringing process changes basis RCA
Knowledge of Insurance industry preferred

Behavioral (Refer Appendix for details) Level 1
(rarely / not required) Level 2
(Required frequently) Level 3
(Essential for position)
Interpersonal skills
Communication skills
Creative thinking skills
Supervising/Leadership skills
Teamwork Skills
Influencing skills
Relationship Building skills
Decision making skills

Incumbent Characteristics

Essential Desired
Qualification Bachelor s degree Professional Management Qualification
Experience 8-10 Years in a Service Sector preferably in Insurance / banking 8-10 Years in Operations / Lief Insurance / Customer Services / Quality / Audit Risk