eCommerce Head

Job Purpose :

- Continuously improve e-commerce operations, drive superior customer experience and ensure the business booked is issued

Dimensions of the role :

- No of new customers onboarded

- Annual Premium - New Business issued

- No of people responsible for

- No of distribution partners

Key Deliverables:

a. Financial Deliverables in the role

i. Issued NB Volumes ( Booked to Issue Ratio)

ii. Expenses

iii. Persistency

b. Non-Financial Deliverables in the Role

i. Reduction in TAT - Issuance - payment, document collection, medical examination, underwriting decision, complaint resolution, refund processing, policy bond delivery

ii. Automating and simplifying customer on boarding and issuance journey

iii. Cross functional collaboration

iv. Operational support to aggregators

v. Enhancing online platform

vi. Compliance and regulatory reporting

Decision Making:

Financial :

1. BAU Expenses

People :

1. Performance management of the team

2. Hiring of people

Processes :

1. Aligning process to work closely with the aggregators

2. Set process which allow straight through processing.

3. Pre-approved offers for cross-selling insurance to exisiting customers.

4. Pre-filling of the form.

Communication :

1. End to end communication framework for online customer onboarding to the issuance

Challenges :

- Leverage on existing processes and structure them for better customer experience.

- Create cross-functional relationships to solve the problem

- Articulate and then prioritize developments needed for the success of the role.

- Deliver the best in the industry issuance rate.

- Monitor, maintain and improve operational KPIs

- Rigorously follow up with stakeholders to ensure that the purpose of the role is achieved.

- Bring in fresh ideas on processes to shape up the next level of operational excellence for the SBU

- Support other members of SBU in jointly achieving the SBU Goals

- Speed of execution in resolving process challenges with aggregators. Pro-actively solve the problems.