Assistant Manager- Account Management

Experience:

5-8 years of overall experience in service industry with minimum 3 years in people management & customer service

Purpose of Role:

Ensure smooth claims processing for customers. Manage a team of helpdesk personnel including implants, semi-implants, account management and document pickup team.

Roles and Responsibilities:

• Ensure team members are visiting the customers place as per the schedule
• Monitor the team members activity in terms of volumes (documents collected)
• Review the queries received from the customer and the responses from the team members
• Help team members in resolving escalations from customers
• Review the reports sent by the team members and take necessary actions (issues with respect to claim registrations) based on the report. Coordinate with front end team and help in getting the claims registered
• Conduct weekly/monthly one on one review with the team members to understand their concerns and help simplify the process
• Review the feedback received from the customers. Rework on the low ratings and identify the areas of improvement and implement process improvements
• Team management
• Review on the low C-SAT/D-SAT to improve the communication quality or process gap if any as per the client’s understanding/requirement.
• Coordinate with internal/external stakeholders and other regions on the support needed for the client requirements, like helpdesk, wellness-related activity and more.
• Review the claims dump along with front end team and take necessary action for IR raised, reopening the claims, dummy claims as appropriate

Key Results and Outcomes driven by this role:

• Client renewals
• Customer Resolution per SLA
• Customer satisfaction

Technical Competencies & Behavioural competencies:

• Process knowledge
• MS Office
• Problem Solving
• Active listening
• People Management
• Excellent Communication