. Supporting the development of short and long-term departmental strategies. Managing cross-functional teams to ensure that initiatives are executed seamlessly. Communicating with stakeholders to ensure that everyone is aligned and working towards the same goals. Conducting analyses of operational effectiveness, processes, stakeholders, etc.. Aligning goals, processes and resource allocation with departmental strategy. Monitor and evaluate progress towards organizational goals closely. Monitoring and reporting on department related tasks / projects. Strategically supporting HOD on decision-making. Create reports and presentations for stakeholders. Assessing trends and competitors by identifying threats and opportunities

• Review existing work processes of organizational structure and analyze business functional requirements to identify information, procedures and decision flows• Identify processes to re-design; prototype potential solutions, provide trade-off information, and suggest a recommended course of action • Identify the modifications and improvement to the automated processes as and when required for the sake of better customer experience• Provide expert advice in defining new requirements and opportunities for applying efficient and effective solutions• Preparation of SOP / SLA and process maps for the purpose of risk assessment and process efficiency and re-engineering

• To ensure that all types of services meet quality standard. The primary responsibilities include understanding customer expectations and needs, outlining quality standards and developing quality control processes• Understanding customer expectations and needs from a service excellence perspective• Trainings of Call Center Team (Inbound / Outbound)• Developing quality control processes and monitoring its standards• Preparation of internal SOP / SLA and process maps in addition to process re-engineering• Monitoring of Customer services, call evaluations and defined TAT's to achieve Wow factor in services• Handling complaint management throughout and ensure timely resolution within defined TAT's• Engaging with customers and gathering service feedbacks via Voice of Customer activity, mystery shopping's and internal / external surveys• Preparing statistical reports on quality standards and present customer satisfactory analysis in addition to the gaps observe in as is process• Reporting to management regarding service quality standards, day to day issues with root cause analysis and better solutions such as;> Average resolution time> Ticket resolution volume> Average first response time> First contact resolution rate> Customer satisfaction score

• Maintains administrative staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling’s, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures• Provides supplies by identifying needs for reception, switchboard, mail room, and kitchen; establishing policies, procedures, and work schedules• Provides communication systems by identifying needs; evaluating options; maintaining equipment; approving invoices• Purchases printed materials and forms by obtaining requirements; negotiating price, quality, and delivery; approving invoices• Completes special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results• Provides historical reference by developing and utilizing filing and retrieval systems.• Achieves financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring costs; analyzing variances• Contributes to team effort by accomplishing related results as needed

• Facilitates segments to improve their processes, service delivery and achieve the quality goals i.e. KPI and ISM targets• Conducting regular training, feedback, and monitoring of different quality programs and initiatives. Ensures implementation and periodic review of Service Management Programs• Development, implementation and periodic review of Service Management Programs and Service Level Agreements • Effectively maintaining closure of complaints and assisting in analyzing complaint recurrence and curtailing• Assisting in implementing a Customer centric service excellence culture within the organization• Ensures Month End ISM and Dashboard rolled out for all segments and Management. And ensuring a monthly service meeting is held with all key stake holders• Conducting VOC on a monthly basis and highlighting major issues and reasons of unsatisfactory customer by making customer sentiment analysis

• Provide and promote a professional, high quality, front line focused telephone services to all callers and walkin customers• Responsible for dealing with all customer enquiries in relation to our services, focusing primarily life insurance management• Delivering a service to meet the individual needs of all customers and wherever possible resolving enquiries at first point of contact• Processing policy loans, surrenders, partial withdrawals and other changes

• Responsible for regularly supporting operational activities run smoothly and efficiently, provides operational amf administrative supervision within the branch• Controls on fixed assets compilation, petty cash handling, daily reconciliation (Cash / Cheque)• Perform limited supervisory duties as assigned by Admin & Finance, and m per in various capacities as appropriate