01Overview
Principal AccountabilitiesService 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 ChallengesBalancing high service expectations with operational constraints.Handling escalations while maintaining client confidence.Meeting business development targets alongside service delivery (Asst Manager & above).InteractionsInternal: Operations, Claims, IT Software, Finance Operations, Senior Management.External: Clients (corporates), insurers, brokers, and other key partners.Skills & KnowledgeEducation: Graduate (any discipline).Technical: Proficiency in MS Excel, strong 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. .
