Job Description

UK Insurance International Blended Process

• Location: Gurugram
• Shifts- As per UK Timeline
• Education:

Graduate in B. Com, B. A, BCA, BBA, BHM, BSc (except B.Sc. IT, Stats, Math Hons. and Eco. Hons.)

Full time MBA, BE, and B. Tech graduates should have minimum 6 months of BPO experience

B. Tech and MBA Freshers are not Applicable

• Experience:

2 to 4 years of experience in back-end processing (preferable Pension, Retirements, Super annuation, Life Insurance, asset management or larger BFSI)
6-12 Months Voice Process Experience

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Responsilbilities

Provides an administrative support service within specified guidelines and Aviva brand values.
Responds to customers enquiries where basic analysis and the provision of information is needed in order to resolve the issue, escalating where necessary.
Gains the trust of the customer through the provision of accurate and timely information and support services.
Records all information accurately on appropriate systems.
Responsible for spotting opportunities for service and process improvement and feeding suggestions to manager.
Make outbound calls to client/ stakeholders with the defined call tree
Maintain the defined Voice Quality and standards

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Accountability

1. Accuracy and quality assurance: Ensuring that all data and information processed by the team is accurate and meets the required quality standards.
2. Compliance: Ensuring that all processing activities comply with relevant laws, regulations, and company policies.
3. Process improvement: Continuously reviewing and improving processing procedures to increase efficiency and reduce errors.
4. Customer service: Ensuring that all customer queries and concerns related to data processing are addressed promptly and effectively.
5. Reporting: Providing regular reports to senior management on the performance of the processing team, including any issues or concerns that need to be addressed.
6. Training and development: Providing training and development opportunities to team members to enhance their skills and knowledge.
7. Ethics and integrity: Maintaining high ethical standards and promoting a culture of integrity within the processing team.

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Skills

1.    Medium level process complexity processing or analytical skills in more complex environments
2.    Low level of discretion and decision making within a decision framework.
3.    Mostly rules based processing but with some judgement applied
4.    Able to follow standard processes but understand variations from process i.e. BS Recs
5.    Ability to meet tight deadlines
6.    Good interpersonal and customer service skills
7. High client engagement

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Competencies

1.Analytical skills: Ability to analyze complex data and information accurately and efficiently.
2. Attention to detail: Ability to pay close attention to details and ensure accuracy in all processing activities.
3. Communication skills: Ability to communicate effectively with team members, senior management, and customers.
4. Problem-solving skills: Ability to identify and solve problems efficiently and effectively.
5. Technical skills: Proficiency in using relevant software and tools for data processing.
6. Time management skills: Ability to manage time effectively and prioritize tasks based on their importance and urgency.
7. Adaptability: Ability to adapt to changing circumstances and work effectively in a fast-paced environment.
8. Customer service skills: Ability to provide excellent customer service and address customer concerns promptly and effectively.
9. Continuous learning: Willingness to learn and keep up-to-date with the latest developments in the pension industry and data processing technology.