- 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 opportunities; contribute to client retention and new 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.
Skills & Knowledge:
- Education: Graduate (any discipline).
- Technical: Proficiency in MS Excel, robust presentation skills.
- Domain: Knowledge of TPA/insurance processes preferred.
- Behavioural: Relationship management, problem-solving, and coordination skills.
- Leadership (TL & above): Team management, coaching, and client engagement.