Job Description

Real Time support & Escalation Monitoring

• Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT.
• Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags.
• Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward.
• Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working day
• Endorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working day
• Customer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day.
• CD Regeneration, based on U/W , ZH approvals.
• RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end

• Act as the registered Grievance Redressal officer for all the channels under Retail Sales function

• Conduct root cause analysis of all problem statements received from Intermediary & customers
• and highlight the true picture/concerns to the NHODs and senior management

• Revisit all complaints and grievances to fix the existing processes, bridge the gaps (if any)
• and redesign SOP on 80:20 principle in close collaboration with NHODs

• Address and provide resolution to all IRDA queries related to Retail Sales functions

• Ensure 100% closure of all internal and external audit observations within TAT

• Maintain complaint report and publish the same to management on monthly/quarterly basis

• Co-ordination with department for PDA and NCB clearance.
• NCB Recovery-Sharing updated NCB details Following up NHOD/ZH/TL/TM for NCB clearance.
• PDA Clearance- Sharing updated PDA report, Following up NHOD/ZH/TL/TM for PDA clearance