Job Description

Job Title : Manager - Operations Position Deputy Manager No. Of Positions 3 Department Operations Function Operations - Bancassurance Reporting to Manager Band 4 Location Delhi Last date of submission Key Responsibilities: 1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT Daily WIP management (governance calls) Weekly/Fort-nightly Governance calls/Meetings Monthly FWG with Broker and Distribution Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/Region & partner level 2) ESCALATION & QUERY MGMT S ingle point of contact for Broker escalations management (service query / Under writing / claims) 3) TRAINING: Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs 4) Inter dept. coordination/structural fixes - IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner Measure of Success: 87% M0 issuance and 94% M2 Issuance 100% Customer Service and complaint resolution within TAT Broker Partner, Customer satisfaction score-top 2 boxes with more than 80% Customer retention and reduction in leakage (less than 6 % pre and post) Trainings to Broker partners and Distribution team on ops processes and policies 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 5-8 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 No. Of Positions 3 Department Operations Function Operations - Bancassurance Reporting to Manager Band 4 Location Delhi Last date of submission Key Responsibilities: 1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT Daily WIP management (governance calls) Weekly/Fort-nightly Governance calls/Meetings Monthly FWG with Broker and Distribution Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/Region & partner level 2) ESCALATION & QUERY MGMT S ingle point of contact for Broker escalations management (service query / Under writing / claims) 3) TRAINING: Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs 4) Inter dept. coordination/structural fixes - IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner Measure of Success: 87% M0 issuance and 94% M2 Issuance 100% Customer Service and complaint resolution within TAT Broker Partner, Customer satisfaction score-top 2 boxes with more than 80% Customer retention and reduction in leakage (less than 6 % pre and post) Trainings to Broker partners and Distribution team on ops processes and policies 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 5-8 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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