Job Description

Roles and Responsibilities About HDFC Life:

HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.



Purpose of the Job:

The process of Pre-policy medicals is outsourced to 5 Third Party Administrators (TPA) including Tele/Video MER TPA. The TPA is required to fix the appointments with the customer where medicals are raised, ensure medicals are completed on the appointment date by the medical centers or via Tele/Video calls and upload the complete report in the system as applicable. We also have our internal processes, risk framework and controls to ensure the entire medical journey is seamless. The designated Manager needs to ensure that these actions at the TPAs are taken on all the cases within the agreed SLAs. Also ensure that the internal controls and risk monitoring are in place .The designated Manager need to also identify the gaps , take up improvement initiatives of the department and deliver the projects within timeline



Duties & Responsibilities:

• 
  Monitor the assigned TPAs to ensure SLAs for Medical Processes are adhered for each step.
• Conduct weekly governance calls with the TPAs and maintaining the tracker of actionable and their progress.
• Monitor the requests from Stakeholders, get the automations and sales portal developments done.
• Regular interaction with Sales channels and take feedback on the process, centers and any other need of the Sales team.
• Escalation handling including RCA and fixing process gaps.
• Monitor the key departmental metrics, risk framework and identify the gaps or deviations in the process.
• Identify gaps /fallouts across the medical process and initiate improvement projects.
• Should be able to run projects independently to bring improvement in process quality and improve TAT .
• Ensure the project goals are defined as per the requirement or gaps identified ,set up timelines, involve internal stakeholders / cross functional teams and schedule periodic review cadence.
• Monitor the CSAT scores of the department, analyze different segments to improvise the scores.
• Ensure all related MIS and control reports are in place.
• Monitor Departmental Audits (Internal & External) identify the key areas of improvement and implement solutions
• Should be a team player, ensure there is no attrition and align the team as per the departmental goals
  

Knowledge, Skills & Abilities:

• 
  Graduate.
• Well versed with Data handling, MIS, Efficient in handling MS Office, (Excel, Power point and Word).
• Operations experience for at least 8 years including Insurance medical experience for at least 5 years.
• Team Management.
• Good Coordination and Communication skills.

Role:Customer Success - Other Salary: Not Disclosed by Recruiter Industry:Insurance Functional Area:Customer Success, Service & Operations Role Category:Customer Success Employment Type:Full Time, Permanent
Key Skills
Life InsuranceMedical InsuranceDepartmental AuditsStakeholder ManagementTPA Management
Education UG:Any Graduate

Company Profile

HDFC Life
About HDFC Life:
HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.
Company Info


X
From 5 to 9 year(s) of experience