Seeks approval of supervisor based upon complexity of task completed Uses appropriate record keeping methods Ensures all work meets and/or exceeds applicable codes and standards Planning and Organising Definition: Execute a clear course of action, involving others as appropriate, co-ordinate activities and monitoring results to accomplish a specific goal. Develop own work plans to complete assigned tasks, meet established objectives and/or milestones within a prescribed time frame Clarify/Identify activities required, the estimated times and schedule these Identify and allocate appropriate resources (e.g. facilities, tools, time, people) to successfully complete tasks Distinguishes between urgent, important or critical when assessing current opportunities and/or problems and re-prioritise accordingly Successfully handles several activities at the same time Reviews/monitor progress and follow up where appropriate Problem Solving and Decision Making Definition: Defining a problem, selecting the best solution according pre-defined criteria and developing a plan of action to ensure the implementation and evaluation of the solution. Define the problem and analyse potential causes Identify possible solutions Reporting problems/incidences as per policy/procedure Select the best solution using pre-defined criteria Develop and implement an action plan, evaluate progress Define the problem and analyse potential causes Identify possible solutions Select the best solution using pre-defined criteria Develop and implement an action plan, evaluate progress Team Leader Definition: Guides and supports others in accomplishing work objectives to optimise operational efficiency Explains and demonstrates how to perform a task When necessary, works with individual to practice the new task/technique to achieve a reasonable skill level Observes and evaluates task performance Provides both affirming and constructive feedback Determines degree and direction of support an individual requires Business Awareness Definition: Demonstrating an awareness of the key elementary rules and factors that play a role in running a business Understands the basic functioning of an organisation and the department / functional unit Understands how task execution contributes to the functioning of the department / functional unit Understands the interrelationships and impacts of various work-unit processes and systems and appropriately applies that understanding to advance the achievement of work-unit or organization objectives Adapts and maintains a customer-focus mindset that acknowledges the importance and value of the customer, and acts accordingly Reflect the image of the company. Regard everyone who is dependent on our outputs as our client. Makes sure that client needs or requirements are met by integrating them into work-unit operations and outputs. Makes sure client requirements or expectations are met through the effective use of communication or feedback systems. Regularly and consistently takes actions to improve the quality of services or products produced by the work unit. Respect our clients™ right to confidentiality. Personally accept responsibility for client service. Engages in the effective use of self-assessment and self management techniques in order to proactively and continuously improve own performance. Demonstrates self motivation and energy & determination in the work environment Stays focused in the face of challenging circumstances & performance obstacles Monitors own performance on a regular basis Seeks feedback on performance to identify strengths and weaknesses Changes behaviour where needed as a result of feedback Takes an active role to identify and meet own learning and development needs Asks questions to obtain information Initiates appropriate action without being directed to do so. Effectively handles and responds appropriately to stressful situations, interruptions and interactions Manages own time effectively and efficiently. Understands, supports and promotes the worth of individual and group differences for the benefit of individual employees, the organisation and the community as a whole. Understands and promotes the inclusion and acceptance of diversity in the workplace Takes initiative to gain an appreciation of various cultures Takes initiative to understand diversity issues Identifies inappropriate behaviour in the workplace Perform such other duties as may be assigned from time to time.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases