Job Description

Role description A. Position Overview Position Title Manager - Customer Journey Department Operations CLCM ( Customer Life Cycle Management) Level/ Band 401 B. Role Summary Ability to handle multiple responsibilities and projects. Set priorities for ongoing projects and respond positively to demanding situations. Strong work ethics, demonstrated ability to interface effectively with diverse groups. C. Organizational Relationships Reports to Senior Manager Supervises NA D. Job Dimensions Geographic Area Covered Pan India StakeholdersInternal HO Operations, Branch Operations, IT, Finance & Accounts, Legal & Compliance, Project Management Office, Digital Team. External IT Vendors, Distributers, Channel Partners E. Key Result Areas ( In Bullet points ) Project Management / Business Analyst Assist in the definition of project scope and objectives, involving all relevant stakeholders. Good Understanding of life insurance products and implementation approach Responsible for developing and implementing customer needs whilst adhering to regulatory requirements Required to recommend and implement changes to internal policies and procedures. Good knowledge of Digital Journey ( GC, SO, Buy online )- customer journey Ability to drive product implementation in co-ordination with various stakeholders (BSG/IT) . Continuously look out for methods in Journey to improve on the process and key business metrics. Bring ideas on the table for effective cost management and support on driving initiatives to save cost It also entails monitoring operations, Product experience m and operational Outcomes and ensuring journey is working well. Prioritizing changes received from stakeholders and driving requirements from BSG for implementation. Participate in requirement gathering secession and ensure correct solution/requirements are documented and delivered in production. Ensure UAT\'s are conducted with correct and comprehensive scopes are tested to ensure error free project delivery in production. Ensure seamless governance review across operations and systems F. GSkills Required Technical Excellent Analytical and reasoning ability Excellent written and verbal communication Excellent in MS office (Visio/ppt, excel, word) Behavioral . Level 1 Level 2 Level 3 Interpersonal skills Communication skills Creative thinking skills Supervising/Leadership skills Teamwork Skills Influencing skills Relationship Building skills Decision making skills HIncumbent Characteristics Essential Desired Qualification Graduate Post Graduate(MBA) Experience 5 to 7 years of experience in digital customer onboarding 5 to 7 years of experience in team management role. 10 to 12 years of experience in the field of Life Insurance/BFSI Domain

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