Job Overview
Care Centre - Assistant Manager is responsible for supporting the Care Centre Manager in managing the functions of the Care Centre Department while ensuring that departmental goals, timeline of activities, and compliance measures are met. The incumbent has the responsibility to represent himself/herself as the manager‑in‑charge for all functional purposes in the absence of the Care Centre Manager.
What You Do- Provides directives along with the Care Centre Manager by providing technical assistance to evaluate complex, high‑cost, or escalated claims while ensuring the quality, productivity and service level targets of staff members are met according to operational measures.
- Monitors and audits daily performance to ensure the best possible customer service.
- Assists in supervising team outputs as well as individual performance.
- Assess performance of the team (function) and support in developing skillsets to fulfill task requirements.
- Provides ongoing support and motivation to the team and encourages their professional growth.
- Continuously works to identify possible procedure inconsistencies; develops, recommends and implements improvements.
- Provides support to Medical Claims‑Officers to close all escalated claims queries within the agreed turn‑around‑time.
- Escalates issues concerning the department and operations to the Care Centre Manager and implements recommended plans of action.
- Suggests updates in policies and procedures within the department to be followed by the staff members.
- Assists in arranging workload distribution and for ensuring adequate staffing/resources daily and on a long‑term basis (including hiring process) to ensure optimal customer service.
- Assists in developing and maintaining accurate MIS system that is applicable on reviewing calls and staff performance for quality and compliance; evaluates statistical reports to monitor trends and identify potential issues that can be managed proactively.
- Suggests training requirements of staff to ensure productivity and growth.
- Assists in establishing, training, and overseeing Care Centre management practices, internal controls, technical training, policies & procedures, and process manuals.
- Assists in promoting client relationships and engage in discussions that will help improve internal systems and processes.
- Operates as a team player and develops strong working relationships to ensure open communication across the board.
- Assumes complete responsibility of the Care Centre in the absence of the Care Centre Manager by monitoring the department’s performance and service levels; ensures smooth and proper execution of tasks and adherence to SOPs and takes necessary action to maintain the same.
- Keeps the Care Centre Manager updated with all reports and relevant information related to workflow and team management, and ensures that all actions taken (on behalf of or in the absence of the Care Centre Manager) are in accordance with operational measures.
Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud‑based tools, using insights responsibly with our standards of data governance, security and ethical use.
What You Bring- Bachelor’s Degree;
Medical background preferred. - 2+ years experience in a middle management position in a Call Centre environment;
Certifications and training in Insurance / Healthcare will be beneficial. - Physically fit to carry out duties.
- Legally permitted to work in the country of operations.
- Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.
Agency Statement:
Allianz Partners does not accept unsolicited CVs or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.
Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future‑ready, high‑tech high‑touch products and…
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