Job Description: Team Coach / Subject Matter Expert (SME) – ICICI Lombard General Insurance

Position: Team Coach / Subject Matter Expert (SME)
Department: Customer Service / Operations
Job Type: Full-Time

Job Overview:

As a Team Coach / SME at ICICI Lombard, you will be responsible for coaching and guiding a team of customer service representatives, ensuring that they meet or exceed performance targets. You will also provide subject-matter expertise to support team members with complex queries and situations, ensuring a high level of service delivery.

Key Responsibilities:

1. Team Leadership and Coaching:
   • Mentor and guide team members, providing regular feedback on performance.
   • Conduct coaching sessions and skill-building activities to improve team efficiency and effectiveness.
   • Identify individual strengths and areas for development, ensuring continuous learning and growth within the team.
   • Set performance goals and help team members achieve targets related to quality, productivity, and customer satisfaction.
2. Subject Matter Expertise (SME):
   • Act as the subject-matter expert for customer service processes and policies.
   • Provide guidance to team members in handling complex customer inquiries, claims, or issues, ensuring the right solution is provided.
   • Stay updated on product knowledge, process changes, and industry best practices to provide accurate and reliable support to the team.
3. Quality Monitoring and Performance Management:
   • Monitor team performance through quality checks and provide feedback to ensure compliance with company standards and policies.
   • Ensure that team members adhere to operational procedures and guidelines while maintaining high-quality customer service.
   • Conduct regular performance reviews and help team members improve their efficiency, providing recognition and corrective actions as needed.
4. Problem Solving and Escalation Handling:
   • Handle escalated customer queries and complaints effectively, ensuring timely resolution and customer satisfaction.
   • Provide solutions to complex issues and collaborate with other teams to resolve problems that require cross-functional support.
5. Reporting and Documentation:
   • Prepare and share regular performance reports, highlighting individual and team achievements, challenges, and areas for improvement.
   • Maintain accurate records of coaching sessions, performance reviews, and any escalation cases handled.
6. Collaboration and Communication:
   • Collaborate with other departments such as training, quality assurance, and operations to enhance the overall customer experience.
   • Facilitate effective communication between the management team and front-line associates to ensure clear understanding of goals, updates, and performance expectations.

Key Skills and Qualifications:

• Education: Graduation in any discipline (Full-time).
• Experience: Minimum of 2-3 years in a customer service or operations role; experience in a coaching or mentoring role is an advantage.
• Knowledge of Insurance Products and Processes: Familiarity with insurance industry standards, policies, and procedures is desirable.
• Strong Communication Skills: Excellent verbal and written communication skills.
• Leadership and Coaching Skills: Experience in coaching, training, or mentoring teams to drive performance and quality.
• Problem-Solving Skills: Ability to manage and resolve complex customer concerns effectively.
• Customer-Centric Approach: A strong passion for providing excellent customer service and maintaining high customer satisfaction levels.
• Analytical Skills: Ability to assess team performance and identify trends, improvements, and areas that require focus.

Benefits and Perks:

• Competitive Salary: Attractive compensation package with performance-based incentives.
• Career Growth: Opportunities for growth and career advancement within the organization.
• Work-Life Balance: Flexible working hours and rotational shifts, if applicable.
• Learning and Development: Continuous learning opportunities, including internal and external training programs.
• Health Benefits: Comprehensive health and wellness benefits.

About ICICI Lombard:

ICICI Lombard General Insurance is a leading private sector general insurance company in India, committed to providing comprehensive insurance solutions. As a Team Coach/ SME, you will be part of a dynamic, customer-focused team that plays a key role in the company’s success by ensuring excellent service and operational efficiency.

If you're passionate about coaching teams, solving problems, and delivering exceptional service, this role is perfect for you. Join ICICI Lombard and be a part of an innovative and fast-growing organization. Apply now!