Develop strategies the team will use to reach its goal. Provide training to agents. Monitor team members' participation to ensure the training ROls are met. Manage the flow of day-to-day operations. Adherence to the Operating Routine. Coaching and developing agents. Oversee day-to-day operations. Monitor team performance and report on metrics.

Supervising and assigning tasks to the team as instructed by the senior team manager.Identify process breakdowns and provide process improvement suggestionsInteracting with Lifetouch/Shutterfly customers from Canada and USA to address any concerns raised.Deescalating cases raised by the team to ensure we attain the best customer experience.Weekly and monthly performance reporting to the team manager.Working hand in hand with the quality assurance team to ensure the best training is offered to handle arising cases

Manage performance of the team.Calculation of Agent Incentive in accordance to their performance.Monitoring and managing team attendance. Client waiver management, I.e clearance and compilation.Design workable collection strategies for the team.Motivate and keep the team in positive spirits.Ensure the best discipline and conduct for the team members.Report compilation and PresentationConvene and lead all team meetings

Collection and reconciliation of all pending and due accounts.Product analysis and advice of better collection process for achievement of all set KPIs.Client advise in terms of repayment plans.Giving feedback on all underwritten loan product which interns assist in collection.

Performance assessment for team leaders and agentsPreparation & presentation of weekly and monthly performance reportsLoan Product analysis in terms of their performance and giving feedback to therisk team through the Head of Collection.Attendance management of team leaders and agents.Advice immediate management on collection related decisions.Review collections team members’ performance

Manage performance of the team.Input customer call response and feedback in company System.Design workable collection strategies for the team.Motivate and keep the team in positive spirits.Ensure the best discipline and conduct for the team members.Report compilation and PresentationConvene and lead all team meetings

Timely collection of debts and customer paymentsNegotiation of re-payment plansMaintaining client records to ensure invoices are clear for paymentClarification of queries and concerns regarding the available products

Customer Relationship Management (CRM)Responding to inquiries by clarifying desired information to walk-in clients.Maintaining customer service database by entering daily records and opportunities in the CRM system.Guiding walk-in clients and assigning them to the relevant counters: General, Medical, Life and pension.Preparing daily, weekly and monthly reports of sales made and customers' feedback.Life section using ISF systemChecking the status of the client's policy accounts and advising them on the way forward.Calculating the outstanding premiums for clients Running receipt-based premium statements for clients.Underwing using Premia system.Examining new insurance proposals.Underwriting new policies from start to end motor, personal accident, travel and Domestic covers.Preparing of policy schedules for new business.Preparing renewal notices and caring out renewal on existing policies.Caring out amendments and adding specific conditions on existing policies when required.Debiting and passing of credits on policies.Preparing of daily, weekly and monthly sales report using premia.Medical sectionReceiving medical cards and forwarding proposal documents to medical underwriting department.Issuing of medical cards to clients and taking record of pending ones.SalesAdvising clients on the available products: Jcare, Motor Insurance, Personal accident.