Job Description

Role description : Senior Manager - Service Projects Position Title Senior manager - Service Projects Department Operations Level / Band Senior Manager Location Mumbai Head-office, Thane Company Background: Tata AIA Life Insurance Company Limited (Tata AIA Life) is a joint venture company, formed by Tata Sons Pvt. Ltd. and AIA Group Ltd. (AIA). Tata AIA Life combines Tata\'s pre-eminent leadership position in India and AIA\'s presence as the largest, independent listed pan-Asian life insurance group in the world spanning 18 markets in the Asia Pacific region. For the financial year 21-22, the total weighted premium income of Tata AIA Life increased from 11,105 crores to 14400 crores, a growth of 30%. The Company strongly believes in writing quality business and this is reflective in the 13m persistency of the Company at 87.8% which is the best in the Industry. Role Summary: The roleholder will be expected to drive projects for the service function and track all servicing projects under the purview of the servicing team ORGANIZATIONAL RELATIONSHIPS Supervisor SVP & Head - Customer Operations JOB DIMENSIONS Geographic Area Covered PAN India Internal Stakeholders Customer Service and Operations teams Business teams, IT BSG, BIU KEY RESULT AREAS Organization Process Key Contributions Frequency (optional) Service Projects Lead and manager 2-3 mini service projects which will have a high impact in terms of delivery Ongoing Strategic Service Projects Track the service projects in terms of progress at an enterprise and functional level Ensure that Project Management tool is being used effectively to drive and operate the projects Monthly Customer Service Metrics Collate key metrices across functions such as Persistency, CS, Cx, Policy Servicing and Group Ops Study trends and call out improvements and areas that need focus Automation of MIS Monthly Action items tracking Ensure that action items from Audit, Functional reviews and project reviews are closed on time Ongoing Skills Required Technical High on strategic orientation and business orientation Strong project management skills Strong stakeholder management Behavioral Ability to think and see the bigger picture Ability to work harmoniously with stakeholder and deal with conflicting effectively. Personal resilience and ability to perform effectively in a pressurized environment Passion for visualization of data and insights Level 1 (Rarely/Not Required) Level 2 (Required Frequently) Level 3 (Essential) Analytics Yes Project management Yes Interpersonal skills Yes Digital Yes Supervising/Leadership skills Yes Relationship management skills Yes Analytics and presentation Yes Customer orientation Yes Action oriented Yes Incumbent Characteristics Essential Desired Qualification Graduation Post-Graduation Experience MBA - 7-8 years experience in functions like BSG, Project Management or Service delivery units with retail industry experience. Preferably Insurance, BFSI, Telecom, etc 10+ years experience in Projects or Service delivery role. High on business and strategic orientation Industry Preference - Insurance, Banks, Telecom, Insurance, NBFC Disclaimer: This is indicative in nature. The duty list/Goal Sheet provided to you can vary from the aforesaid in view of Organizational need/requirement from time to time.

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