Job Description

Job Title :Manager - Operations Position Deputy Manager-Operations No. Of Positions 1 Department Operations Function Operations-AXIS Reporting to Chief Manager-Axis Operations Band 4 Location Delhi Last date of submission Key Responsibilities: 1) DRIVING OPERATIONAL EFFICIENCIES Weekly/Fort-nightly Governance calls/Meetings Monthly FWG with Bank and Distribution Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster MOM drive and ATR resolution 2) DISTRIBUTION ENAGAGEMENT (Circle/Cluster) Weekly/Fort-nightly Governance calls/Meetings Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster and Branches MOM drive and ATR resolution 3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head 4) TRAINING : Train and educate bank staff on the various ops process and new initiativesand address FAQs Measure of Success: .90% M0 issuance and 94% M2 Issuance .100% Customer Service and complaint resolution within TAT .Customer retention and reduction in leakage (less than 6 % pre and 2% post) . Freelook retention . Maintaining Grievance Incident Rate-GIR/ E2R .Ops process awareness and trainings in Bank and Distribution team on ops processes and policies .Meet the renewal / persistency targets- 13 m: 82% & 15 m: 87% & 25 M: 80% Desired qualifications and experience: .A Graduate/MBA .Experience of 7-10 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 .Previous experience preferably in relationship management and cross functional engagement .Computer skills in using databases and office management software including spreadsheets/presentation skills. Job Title :Manager - Operations Position Deputy Manager-Operations No. Of Positions 1 Department Operations Function Operations-AXIS Reporting to Chief Manager-Axis Operations Band 4 Location Delhi Last date of submission Key Responsibilities: 1) DRIVING OPERATIONAL EFFICIENCIES Weekly/Fort-nightly Governance calls/Meetings Monthly FWG with Bank and Distribution Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster MOM drive and ATR resolution 2) DISTRIBUTION ENAGAGEMENT (Circle/Cluster) Weekly/Fort-nightly Governance calls/Meetings Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster and Branches MOM drive and ATR resolution 3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head 4) TRAINING : Train and educate bank staff on the various ops process and new initiativesand address FAQs Measure of Success: .90% M0 issuance and 94% M2 Issuance .100% Customer Service and complaint resolution within TAT .Customer retention and reduction in leakage (less than 6 % pre and 2% post) . Freelook retention . Maintaining Grievance Incident Rate-GIR/ E2R .Ops process awareness and trainings in Bank and Distribution team on ops processes and policies .Meet the renewal / persistency targets- 13 m: 82% & 15 m: 87% & 25 M: 80% Desired qualifications and experience: .A Graduate/MBA .Experience of 7-10 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 .Previous experience preferably in relationship management and cross functional engagement .Computer skills in using databases and office management software including spreadsheets/presentation skills.

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