JOB PROFILE

Position – Assistant Manager

Location – Noida NOC

Department – Operations & Customer Service

About Niva Bupa Health Insurance Company

Niva Bupa Health Insurance Company Limited (formerly known as Max Bupa Health Insurance Company Limited) is a joint venture between Fettle Tone LLP (an affiliate of True North Fund VI LLP), a leading Indian private equity firm, and the Bupa Group, a leading international healthcare company with a legacy of providing specialized healthcare services for over 70 years.

Niva Bupa’s growth story has been phenomenal. We are one of the fastest growing Stand Alone Health Insurers in the country with a current employee strength of 7000+ with growth rate of 154% since FY 20 and growing. We are a fully integrated health insurance provider with in-house claims processing; under-writing and servicing. Our goal is to achieve more than 10000 Cr GWP By 2027 & thus requires goal oriented individuals to be a part of this exciting growth journey to achieve it. Bupa is certified Great Place to Work for the 3rd year running and aims become one of the best workplaces in the BFSI industry.

Niva Bupa is an Equal Opportunity Employer committed to achieving diversity within its workforce, and encourages all qualified applicants to apply, irrespective of gender, age, sexual orientation, disability, culture, religious and ethnic background. At Niva Bupa 12% of our team handling roles are led by women. We welcome specially-abled professionals to join our team.

ESG: Supporting action to protect, restore and regenerate local environments for the benefit of our customers our people, our communities and wider society

For more Details visit our website- www.nivabupa.com

Primary Role Description: – The Customer Service Assistant Manager is responsible for assisting the Operations Manager / Sr. Operations Manager in managing the day-to-day operations by ensuring all issues He/ She will also be responsible to provide suggestions and assist in making sound decisions based on data driven facts to help the operations team improve their performance, processes, and delivery of key performance indicators. It is also a key role in helping attain efficiency and to optimize performance in order to be more effective in the day to-day operations. He/ She will lead, coach, develop and mentor a team of Customer Service Agents in the execution of their role in compliance with Company Policy and the Standard Operating Procedures ensuring the delivery of the highest quality of service. He/ She will Supervise the allocation of work to Customer Service Agents and ensure they carry out their duties in line with the SOPs and quality customer service in line with the company’s standards. He/ She will manage the Customer Service team ensuring that the department is running effectively to deliver business results through delivery of customer resolution at first place and customer satisfaction to achieve sustained and increment goals. Ensure tracking and closure of complaints and remediate the analysis to prevent recurrence of issues affecting customers.

Key Roles & Responsibilities

• Familiarize the team with the customer needs, process SOP’s and products and governing compliance.
• Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
• Provide status reporting of team activities against the program plan or schedule.
• Cascade all necessary business information and updates to the executives.
• Facilitate problem solving and collaboration.
• Identify and manage BQ across the floor to enhance floor performance.
• Regular reviews with the Team & analyze the opportunities of improvement & reduction in controllable defects which are a direct impact to Customer Experience
• Assisting the Senior manager in organizing, planning and implementing strategy Coordinating day-to-day operations
• Ensuring that goals, SLA and objectives are met , Maintaining a safe and clean work environment Interviewing and recruiting new employees.
• Reporting any problems or accidents to senior management
• Creating reports, analyzing, interpreting and presenting data Managing customer complaints and resolving their issues
• Assisting with procurement of inventory and supplies Floor support, Act as a point of escalation and 2nd level of support for all complex scenarios.
• Work as a resource person for product development team in order to report issues, diagnose and collect necessary information.

Key Requirements – Education & Certificates

Graduate from a reputed and UGC recognized university / equivalent global standard.

Key Requirements – Experience & Skills

Targets/ KRA/ KPI (Tentative Business Nos./ Goals, Measure of Success & Weightages)

Assistant Manager

About the job