Principal Accountabilities:
Service Delivery: Ensure 100% adherence to client SLAs, timely resolution of escalations, and proactive communication.
Client Engagement: Conduct periodic reviews and meetings with clients, insurers, and brokers to strengthen partnerships.
Business Growth: Identify cross-sell and upsell prospects; contribute to client retention and current business acquisition.
Stakeholder Collaboration: Partner with internal teams (Operations, Claims, IT) to deliver on commitments and improve service delivery.
Team Leadership (TL & above): Manage team performance, ensure accountability, and Support team members.
Major Challenges:
Balancing high service expectations with operational constraints.
Handling escalations while maintaining client confidence.
Meeting business development targets alongside service delivery (Asst Manager & above).
Interactions: Internal: Operations, Claims, IT Software, Finance Operations, Senior Management.
External: Clients (corporates), insurers, brokers, and other key partners.