Deputy Manager- Claims

As a Deputy Manager, the role involves managing escalations by providing resolutions within the pre-defined TAT. It involves monitoring and publishing MIS, TAT, managing cross-functional departmental activities and performing quality checks to ensure smooth flow of the process.

Duties & Responsibilities:

1) Ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).

2) Handling escalations with cross-functional departments to ensure smooth customer/stakeholder experience.

3) Ensuring the productivity, as per Service Level Agreements. (SLA).

4) Identifying the gaps and implementing changes for overall process improvement

5) Monitoring complex cases to ensure correct processing of cases within TAT

6) Updating MIS as per predefined guidelines to ensure smooth flow of the departmental process.

7) Ensure referrals are shared within timelines.

8) Managing communications with internal stakeholders as per pre-defined norms.

9) Making monthly dashboard of TAT, Quality and closure numbers.

10) Planning and make strategy to ensure litigation cases are closed well on time.

Preferred candidate profile

• Educational Qualification: Minimum Graduate/ Post Graduate.
• Work Experience 5 years’ experience (Customer Service Team handling experience in BFSI industry)
• Minimum 1 year team handling experience.
• Candidate with Life insurance experience & Customer's Grievance Recovery process knowledge will be preferred.