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 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, solid 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.