Job Description

Job Title : Assistant Manager - Business Support Position Assistant Manager- Business Support No. Of Positions 1 Department Function - Reporting to Corporate Vice President Band 5A Location Mumbai GO-5 Last date of submission Key Responsibilities: Streamlined Operations processing o Process new business (scanning, qc, Welcome calling etc.) Support resolution of field actionable: o Discrepancies o Add info o Counter offers o Managing end-to-end WIP . Meet the renewal targets assigned at a branch, cluster and circle level . Liaisoning with other support units at Home Office (such as Finance, Administration, NB, Renewals, Claims, IT) to ensure that all operational issues of the Hub are resolved . Ensuring MIS and dashboards are published / shared with the required teams . Follow through on all customer service requests to ensure all requirement as submitted in one go. . Help resolve all customer complaints pertaining to the hub including follow up with the bank and distribution team for the same. . Ensuring 100% compliance in all established processes and procedures . Implement key initiatives and mission levers in the Hub . Quality initiatives and process standardization across Hub . Measure of Success: 92% Paid to Applied Ratio 100% Customer complaint resolution within TAT Bank Partner, Customer satisfaction score-top 2 boxes with more than 70% Feedback from distribution team, field team and the Bank Resolution of all pending actionables with agreed timelines Maintaining Less 1% HO Discrepancy % & less then 5% Go Discrepancy by training & continuous improvement initiative 100% compliance in all processes (AML, KYC, Product Suitability etc.) Meet the renewal / persistency targets Meet the Surrender retention targets Audit ratings of 2 or above in all internal audits Desired qualifications and experience: . A Graduate/MBA . Experience of 4-5 years plus in operations or customer services in a financial services industry. Knowledge and skills required: . Good communication skills . Customer centric approach . Process documentation and systems approach . Computer skills in using databases and office management software including spreadsheets/presentation skills. Job Title : Assistant Manager - Business Support Position Assistant Manager- Business Support No. Of Positions 1 Department Function - Reporting to Corporate Vice President Band 5A Location Mumbai GO-5 Last date of submission Key Responsibilities: Streamlined Operations processing o Process new business (scanning, qc, Welcome calling etc.) Support resolution of field actionable: o Discrepancies o Add info o Counter offers o Managing end-to-end WIP . Meet the renewal targets assigned at a branch, cluster and circle level . Liaisoning with other support units at Home Office (such as Finance, Administration, NB, Renewals, Claims, IT) to ensure that all operational issues of the Hub are resolved . Ensuring MIS and dashboards are published / shared with the required teams . Follow through on all customer service requests to ensure all requirement as submitted in one go. . Help resolve all customer complaints pertaining to the hub including follow up with the bank and distribution team for the same. . Ensuring 100% compliance in all established processes and procedures . Implement key initiatives and mission levers in the Hub . Quality initiatives and process standardization across Hub . Measure of Success: 92% Paid to Applied Ratio 100% Customer complaint resolution within TAT Bank Partner, Customer satisfaction score-top 2 boxes with more than 70% Feedback from distribution team, field team and the Bank Resolution of all pending actionables with agreed timelines Maintaining Less 1% HO Discrepancy % & less then 5% Go Discrepancy by training & continuous improvement initiative 100% compliance in all processes (AML, KYC, Product Suitability etc.) Meet the renewal / persistency targets Meet the Surrender retention targets Audit ratings of 2 or above in all internal audits Desired qualifications and experience: . A Graduate/MBA . Experience of 4-5 years plus in operations or customer services in a financial services industry. Knowledge and skills required: . Good communication skills . Customer centric approach . Process documentation and systems approach . Computer skills in using databases and office management software including spreadsheets/presentation skills.

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