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
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