Shahil Lal

• Policy maintenance and record keeping within administration systems Formulate written correspondence of high standard and sent in timely manner Ensure accurate and timely completion of team administration procedures within Partners Life Service Level Agreement
• Ensure that any "information" released pertaining to clients and/or advisers is compliant with Business Rules Customer Satisfaction (meets and exceeds Partners Life Service Level Agreements) Develop and maintain good relationships with internal and external customers., Standards are met (Inbound and Outbound) Ensure customer queries are answered in timely and accurate manner
• Service Level Agreements and Business Rules are met in line with Partners Life processes Ensure that "Customer Feedback" is handled and reported to manager

Key Account Manager is to manage the service experience of the advisers. This includes
regular, proactive contact with the advisers and helping to resolve issues that arise.

• Built and maintained strong client relationships to drive business growth.
• Strengthened client relationships through regular communication and effective problemsolving.
• Delivered exceptional customer service by resolving client concerns quickly and efficiently.
• Proactive Pending Pipeline Review and Identifying training needs and/or referrals to other business units for support

• Provide operations, service and administrative support to advisers and internal customers.
• Ensure new business and underwriting admin processes are followed in all cases and a high level of accuracy is achieved
  
• Answering inbound calls from customers and making outbound calls when required
  
• Service Level Agreements (SLA's) are met in line with company processes
  
• Ensure queues are kept within the expected turn-around times in order to maintain SLAs

• Deliver against the key distribution administration tasks to support the Adviser Distribution functions of Partners Life.
• Co-ordination of tasks between teams, a component of outbound calling and answering inbound calls from our customers.
• Ensuring required processes are completed accurately and on time to ensure that adviser agencies, administration and reporting are completed in accordance with the company’s requirements.
• Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.

• Monthly Quality Assurance Assessments to be carried out monthly for each team member, feedback and examples
• Management feedback
• Identify and report any trends
• Completion of modules
• Customer Satisfaction (meets and exceeds Business Service Level Agreements)
• Develop and maintain good relationships with internal and external customers
• Project management within selected time frames
• Having in-depth understanding of insurance and keep up to date with business products and processes
• Ensure that Policy Servicing team members receive effective and regular training on their roles

• In absence of team leader ensure accurate and timely completion of team administration procedures within SLA's (Service Level Agreements)
• In absence of team leader ensure that all sign off procedures are followed within Partners Life Business Rules
• Assist with identification of training needs and perform training and on-going support for team members
• Assist with interviews where required
• In absence of team leader liaise with HR to coordinate leave and time sheets
• Effectively manage confidential information Have in-depth understanding of insurance and keep up to date with Partners Life products and processes

• Policy maintenance and record keeping within administration systems Formulate written correspondence of high standard and sent in timely manner Ensure accurate and timely completion of team administration procedures within Partners Life Service Level Agreement
• Ensure that any "information" released pertaining to clients and/or advisers is compliant with Business Rules Customer Satisfaction (meets and exceeds Partners Life Service Level Agreements) Develop and maintain good relationships with internal and external customers., Standards are met (Inbound and Outbound) Ensure customer queries are answered in timely and accurate manner
• Service Level Agreements and Business Rules are met in line with Partners Life processes Ensure that "Customer Feedback" is handled and reported to manager

• Data Entry - Processing applications in life administration systems Develop and maintain good relationships with internal and external customers Ensure that any "information" released pertaining to clients and/or advisers is compliant with Business Rules Contribute effectively both individually or as part of team and promote cross-team collaboration Effectively manage confidential information Batching Ensure Printer Room is stocked with paper Liaise with Corporate Services to order cartridges for batching printer Liaise with, (IT) to report any issues with batching printer Escalate to Line Manager whereby any issues cannot be resolved immediately Notify Policy Servicing Team Manager to hold batching until resolution has been met
• Notify Principal Key Account Managers if policy documents cannot be produced