Subbarayappa C

KEY RESPONSIBILITIES:

The incumbent shall be responsible for managing Help Desk and would be responsible for handling retention of corporate clients for Employee-Benefit products, pertaining to Bangalore/Karnataka Region.

Client Services Function:

• Managing a team of Helpdesk, who are in allotted corporate place to address and resolve issues of employees relating to mediclaim policy.

• Claim management which involves quick resolution of claims to clients, based on relationship with insurers and TPA.

• Develop health & wellness program for large MNC/Indian customers.

Relationship management

• Handling Corporate customers and maintaining excellent relationship with them.

• Leveraging on the relationship with corporate and focusing on renewals.

• Liasioning with insurers and TPA for providing better services for various non-life products.

• Improving Value added services at client places

• Partnering with other non-Employee Benefit Specialties for cross-selling of products.

• Responsible to take care of monthly additions\deletions of employee's by passing an endorsement with Insurance company's approval
• Handling client escalations and resolving the same with proper resolution for client satisfaction
• Coordinating with TPA & Insurer for case to case for closures
• Handling cashless claims\Reimbursement claims of employee's by coordinating with TPA's
• Responsible in taking care of Help desk activities for the clients
• Attending client meetings whenever there is a requirement
• Sharing the monthly reports with clients (Claims Analysis & CD balance Status)
• Maintaining the Active employee's information with the complete information (Name,Emp id,DOB,Gender,DOJ,CTC,etc..)
• Negotiating with the Insurer for best pricing for renewal quotes of GMC,GPA and GTL policies
• Taking care of wellness activities for clients
• Maintaining sufficient CD balance to take care of additions (new joiners)
• Coordinating with Internal teams for reports
• Conducting orientation session and Quarterly review meeting with clients.

• Responsible for achieving Service Level and AHT targets for the campaign
• Providing real time updates on daily headcount to the management team to ensure the shrinkage is below the acceptable limits which would help us in achieving the daily SL and AHT targets
• Tracking the Attendance & Leave Management of the team -Daily/Weekly respectively
• Queue Monitoring, Break management and Real Time skilling Monitoring and Review
• Preparing Effective schedule
• Monitoring service quality and providing instant feedback to the CSRs
• Coordinating with the client and internal IT team during technology issues, creating and maintaining downtime reports for clients and management team
• Review monthly Scorecard, analyze the activities and tasks
• Ensuring office procedures and systems operate efficiently
• Tracking policy updates for all the major corporate (IBM,Accenture & Oracle)
• Reporting on team performance to senior managers
• Carrying out staff appraisals, managing performance & disciplining staff
• Handling staff recruitment
• Setting KRAs for new hired employees.

• Handling Team of 15- 20 Executives
• Ensuring there is no Mistakes in Process or in from executives related to data management
• Handling the Client Escalation issues at the top priority level
• Taking initiative that all team members are cross trained across processes in the program
• Responsible for performance reviews and one on one take place on a fortnightly basis for each member in the team and ensure that all this is recorded
• Developing a second line to take up responsibilities in my absence
• Taking initiative to uplift the team and sharing best practices
• Any other special tasks as and when assigned by the manager
• Ensure to meet Teams Expected Target and Review of teams achievement on monthly basis with manager
• Maintaining Internal and External Error coaching Logs for the error feed backs
• Conducting Daily Team Huddles and giving all the Executive updates and feed backs
• Conducting Daily audits on Agents orders and strict adherence to own Productivity, Attendance, Teams External and Internal Reports
• Keeping a track of the Bottom performers and executing Corrective Action Plan and Performance Improvement Plan whenever required in order to bring up the Monthly scores
• Taking Escalations on Process Related issues
• Taking initiatives to improve the process ex-finding solutions to issues and updating the Ops Team
• Was responsible for the processing orders for the back end client on a daily basis
• Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

• Handling inbound calls
• Fallowing telephonic etiquette's
• Providing accurate information to customers
• Forwarding unresolved complaints to supervisor
• Capturing customer information in CRM application
• Providing good customer service
• Achieving KRA's set by the management.