IDBI Federal Life Insurance - Senior Manager - Group Operations

Position Title : Sr. Manager- Group Operations

Department : Operations

Position Reports To : Assistant Vice President Operations - New Business

Sub-Department Operations ( New Business)

Location(s) : Mumbai, HO

Job Purpose: To ensure all Group insurance New Business & Premiums are managed as per set processes & timelines resulting in satisfaction of all customer requests leading to increased customer satisfaction & higher persistency.

Key Accountabilities:

- Monitor the inflow of Group Proposals received from Channels and Manage daily operations as per the set guidelines ensuring the set service standard and quality checks are adhered to.

- Manage & lead a team by ensuring team is trained in products, processes etc, monitor & measure productivity of team members as per pre defined parameters, ensure all operations issues like leave planning, discipline etc are effectively managed, provide regular feedback to team on performance & behaviour in order to provide timely & quality service to internal & external customers.

- Coordinate for policy renewals to clients ensuring set process & pre defined timelines are met. Ensure Good customer service and follow up with channel for revival

- Respond to queries received from customers on various Group policies are within pre defined timelines & to the satisfaction of the customer. Ensure all complaints & escalations from the sales channels & sales support team are responded to within pre defined timelines to resolve the complaints using appropriate solutions, follow ups resulting in customer satisfaction

- Monitor vendors responsible for scanning, archiving, despatch, manpower support in terms of outsourced staff etc to ensure agreed service levels are met.

- Ensure MIS reports for internal stakeholders and Regulators are accurately generated as per agreed frequency. Analysing the reports to verify the gaps & exception cases & actioning steps to bridge those gaps.

- Continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate so that changing business requirements are met at all times.

- Responsible for development, UAT and implementation of systems modules of Group Operations in Group Asia

Work Relationship:

- Sales Channels - for issuance of Group New Business

- AVP-Operations - for day to day operational support & guidance

- Sales Support team- for handling service requests, escalations & complaints received through Sales Support

- External vendors- for ensuring agreed SLAs are met

- Business Solutions & IT- for system enhancements & developments

- Claims department for Claims payments