Lead Partner Help Desk

<p class="MsoNormal"><b>Lead – Partner Help Desk</b><br /> <b>Department:</b> Partner Support</p><p></p><p class="MsoNormal" style="margin-top:6pt;margin-right:0in;margin-bottom:6pt;margin-left:0in;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;"><b>About Role:</b></span></p><p><b></b></p><b></b><p class="MsoNormal" style="margin-top:6pt;margin-right:0in;margin-bottom:6pt;margin-left:0in;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">With the increasing volume of partner queries, escalations, process support requirements, and coordination across multiple teams, there is a need to strengthen the Partner Help Desk function with an experienced resource who can effectively manage , communication, issue resolution, and team coordination.</span></p><p></p><p class="MsoNormal" style="margin-top:6pt;margin-right:0in;margin-bottom:6pt;margin-left:0in;text-align:justify;line-height:140%;"><span style="font-family:Muli;font-size:10pt;"><b>Key Responsibilities</b></span></p><ul style="margin-top:0in;" type="disc"> <li class="MsoNormal" style="margin-top:6pt;margin-bottom:6pt;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Manage inbound and outbound partner communications via calls and emails.</span><p></p></li> <li class="MsoNormal" style="margin-top:6pt;margin-bottom:6pt;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;"> Ensure timely resolution of queries related to policies and portal issues</span><p></p></li> <li class="MsoNormal" style="margin-top:6pt;margin-bottom:6pt;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Monitor service levels and adherence to TAT</span><p></p></li> <li class="MsoNormal" style="margin-top:6pt;margin-bottom:6pt;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Collaborate with internal teams for issue resolution</span><p></p></li> <li class="MsoNormal" style="margin-top:6pt;margin-bottom:6pt;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Drive process improvements and maintain records</span><p></p></li> <li class="MsoNormal" style="margin-top:6pt;margin-bottom:6pt;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Lead and mentor team members</span><p></p></li> </ul><p class="MsoNormal" style="margin-top:6pt;margin-right:0in;margin-bottom:6pt;margin-left:0in;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;"> </span><b style="font-family:Muli;font-size:10pt;">Required Skills & Experience</b></p><ul><li style="margin:6pt 0in;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">3–4 years in customer/partner support (Insurance preferred)</span><p></p></li><li style="margin:6pt 0in;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Leadership experience (1–2 years)</span><p></p></li><li style="margin:6pt 0in;text-align:justify;line-height:140%;"><span style="font-size:10pt;line-height:140%;font-family:Muli;">Proficiency in MS Office and CRM tools</span><p></p></li><li><span style="font-family:Muli;font-size:10pt;text-align:justify;">Strong communication and problem-solving skills</span></li></ul>