1169-AssistantManager

Process performance – as per agreed KPI’s.

• Attrition - as per agreed KPI’s.
• Quality and productivity Improvement - as per agreed KPI’s.
• Customer Satisfaction - as per agreed KPI’s.
• Level of subject matter expertise - as per agreed KPI’s.

Any other essential function that may occur from time to time as directed by the Operations Manager

• Performance parameters
• Process performance – as per agreed KPIs (60%)
• Quality and productivity Improvement (20%)
• Level of subject matter expertise. (20%)

Role/ Responsibilities:

• Manage the process and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Skills Requirement

Competencies & Skills

• Knowledge of the function, process and systems.
• High level of computer proficiency.
• Coaching and Feedback ability.
• Clear written and verbal communication

CEF Requirement B1-7 or higher

Values & Behavior

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

Product/Process Specific

• Business Insurance
• Process/Product/System specific