Job Description

Job Title :HubManager - Operations Position Manager-Operations (AXIS) No. Of Positions 1 Department Operations Function Operations - AXIS Reporting to Chief Manager/AVP - Axis Operations Band 4 Location Kolkata Zonal Office Last date of submission Key Responsibilities: 1) DRIVING OPERATIONAL EFFICIENCIES Weekly/Fort-nighly Governance calls/Meetings Monthly FWG with Bank and Distribution Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster MOM drive and ATR resolution 2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster) Weekly/Fort-nighly Governance calls/Meetings Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) 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 . Bank Partner, Customer satisfaction score-top 2 boxes with more than 70% . Customer retention and reduction in leakage (less than 6 % pre and post) . Ops process awareness and trainings in Bank 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 3 -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 . 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 :HubManager - Operations Position Manager-Operations (AXIS) No. Of Positions 1 Department Operations Function Operations - AXIS Reporting to Chief Manager/AVP - Axis Operations Band 4 Location Kolkata Zonal Office Last date of submission Key Responsibilities: 1) DRIVING OPERATIONAL EFFICIENCIES Weekly/Fort-nighly Governance calls/Meetings Monthly FWG with Bank and Distribution Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster MOM drive and ATR resolution 2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster) Weekly/Fort-nighly Governance calls/Meetings Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) 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 . Bank Partner, Customer satisfaction score-top 2 boxes with more than 70% . Customer retention and reduction in leakage (less than 6 % pre and post) . Ops process awareness and trainings in Bank 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 3 -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 . 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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