Senior Associate REF49133F Pune LP Insurance

Title: Sr. Associate

Department: Operations

Purpose:

To have basic knowledge of UK life and Pensions and should be able to process Pensions transactions in

line with the defined process on Low medium and high complexity demands. Complete the action required

on the demand within the required TAT ensuring the required level of accuracy & compliance

requirements.

Roles and Responsibilities:

Reading and interpreting incoming documents

Analyze the request and identifying the correct procedure to be followed

Ensure is up to date with the Product Process & Systems Knowledge

Performance needs to be in line with the internal SLAs targets

Process work using a variety of different computer applications

Learning product and technical aspect which are not covered in training however expected to be learnt as

skill development exercise e.g. completing online courses and studying online content

The role will require the majority of time spent working on a PC using a variety of computer applications

due to a different scenario so a high level of computer literacy will be needed

Will need to write scenariobased emails/letters to customers in response to the queries/requests received

from Customers

Identifying when it is not possible to process a request and follow the appropriate handoff procedures

internally and to UK support teams

Ensuring that Compliance standards are met regarding Data Protection/Financial conduct

Focus on customer service and aim for zero complaints

Participate in continuous improvement opportunities for the process and organization

Adhere to WNS & Client specific policies and compliance regulations

Be professional and courteous & maintain a high level of integrity and confidentiality at all times

Engage in personal development

Soft Skills:

Basic Computer literacy

Typing Speed minimum 25 wpm

Good comprehension of spoken & written English and interpretation into appropriate action and intended

outcome

Analytical Skills

Excellent Spoken English & Written English Skills

Ability to accurately capture both alpha and numerical data

Good grasping ability and logical reasoning

Qualifications :

Graduate

Additional Information :

Soft Skills:

Basic Computer literacy

Typing Speed minimum 25 wpm

Good comprehension of spoken & written English and interpretation into appropriate action and intended

outcome

Analytical Skills

Excellent Spoken English & Written English Skills

Ability to accurately capture both alpha and numerical data

Good grasping ability and logical reasoning

Behavioural Competencies :

Decision making ability & Attention to detail

Team players with a ready disposition to learn

Professional mannerisms

Customer Centricity

Commitment and reliability

Versatile and adaptable

Motivated by achieving targets

Quality Audit/Call Quality/Complaint

Meet QA Targets for the month

Continuous improvement in your quality scores Monthly.

Initiatives for process improvements

Check your quality scores which are put up on board.

Focus on customer service and aim for zero complaints

Customer Satisfaction

Aim for maximum Customer satisfaction

Establish peertopeer relationships with the onshore and offshore business.

Ensure complete transparent and frequent communication with your supervisors

Adhere to the communication plan and rigor as agreed with the business.

Training

Read DPM and QA tips every week

Training identified for you are taken and practiced

Timely Training schedules are followed

Training programmes are attended

Remote Work :

No

Employment Type :

Fulltime