Bajaj Allianz - Associate Vice President - Operations

1. JOB PURPOSE (Summarize in one statement why the job exists; and how it contributes to the overall objective of the company)

- Incumbent will be responsible for strategizing while ensuring smooth functioning of Operations support to the assigned partner. Will be responsible for Audit /Compliance support to Bank and act as process controller for the partner at BALIC

- He/ She will be responsible for process design and enhancement, customer service, query resolution, maintaining persistency, preparing dashboards and process training of the bank employees.

- Responsible to interact with Balic Sales and Account Heads and Seniors at partner's side. Customize service support as per partner need.

2. PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) :

- Operations Support and SLA Custodian

- Strategizing & driving Operations process implementation as per partner agreement

- Ensuring 100% Audit and compliance for all Operations related processes

- Ensuring 100% Partner level Service Level Agreement adherence

- New business and issuance

- Provide issuance support for business through various channels of Axis (Retail /Thanos/ Telebinding?

- Drive Quality parameters like TAT / FTR

- Meet Service level agreements Parameters for respective partners

- Maintaining desired level of issuance TAT for respective partners

- Providing login support to field through trainings and meetings

- Monitoring cancellation and highlighting to management where ever spikes observed

- Taking steps to reduce dead business.

- Ensuring 100% compliance in all established processes and procedures

- Grievance & Escalation Management

- Providing support in resolving grievances received at partner side.

- Ensuring resolution to escalation received through partner within defined TAT

- Streamlining Escalation and Grievance process with Partner.

- Stakeholder & Partner management

- Providing proper communication to partner and sales

- Ensuring proper visibility to sales and partners for smooth day to day working

- Governance meetings with Partners at regular interval

- Review with business heads and Partners

- Suggest activities or initiatives and monitor the out come on enhanced Persistency

- Regular Training of sales and hand holding for collection drive.

- Handle audits and closure of audit queries including statutory audits, process audits as well as audits on department and customer's processes

- Process enhancements and simplification and Automation

- Conduct internal process reviews to identify service gaps and took corrective measures to ensure excellence and compliance to guidelines.

- Implement and suggest initiatives aimed at process enhancement and simplification

- Suggest ways to Increase self pay mode by customers

- MIS / Enhance FTR / Reduce issuance TAT

- Close coordination with CRT in driving the initiatives of the HO CRT team

- Creating WOW experience for Channel partners and customers

- Benchmarking the processes and working on enhancing where ever required.

- Maintaining quality parameters

- Ensuring Partner related queries are addressed on time and expectations set

- Benchmarking the process with Other partner of Axis channel

- Forecast and suggest differentiating processes to create exceptional Partner experience

3. MAJOR CHALLENGES (Challenges faced on an on-going basis in carrying out the job) :

- Differentiating servicing and experience

- Streamlining process as per Partner need

- Driving First Time right for channel

- Regular Sales meetings and addressing the open points of the meetings

- Adhering to compliance and regulatory requirements and keeping check on processes to ensure is all as per regulatory requirements.

- Creating WOW factor for Partners and customers

4. DECISIONS (Key decisions taken by job holder at his/her end) :

- Resolutions to queries and concern raised by Sales team/ Partners

- MIS and other support to respective partners

- Understand the limit of commitments and deliver as per SLA

- Audit and process support

5. INTERACTIONS (Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job)

Internal Clients : Roles you need to interact with inside the organization to enable success in your day to day work

Support functions :

IT - System related support and enhancements for renewal

Finance - Payment related / collection related

Policy service team - Communication/ Policy level changes

Sales - Zonal sales Head/ Regional sales Head and others for driving persistency in the Zone

External Clients : Roles you need to interact with outside the organization to enable success in your day to day work

- Bank Partners and other Partners

- Customer support team of partner

- Operations team of Partner

6. DIMENSIONS (Key numerical data which will reflect the scope and scale of activities concerning this job)

Team Size : 20-30

DRs : 3-4

7. SKILLS AND KNOWLEDGE (Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)

Educational Qualifications :

a) Qualifications : PG preferably with relevant experience

b) Work Experience : 12-15 years of experience in customer service preferably from Insurance / Banking

c) Knowledge/Skills :

- Ability to influence and partner with different levels of the organization to achieve results

- Strong interpersonal skills which would translate into effective relationship building

- Strong inclination towards collection

- Confident and skilled in using Microsoft Office applications (Outlook, Excel, Word, PowerPoint)

- Excellent written & verbal communication skills. High quality report preparation

- Ability to adjust and grasp process for new role.