Process Manager - Service Automation - Life Insurance

Job Purpose :

- Project manage the entire automation index w.r.t the Fin Ops/ PS/Customer Service Team

- To monitor & liaise with BSG/IT team for change management including automation of payouts, & drive process improvements

Key Responsibilities:

- To Project manage automation of policy holder payouts across Channels

- To coordinate with BSG/IT for automation & UAT related to all system related projects

- To manage the Ingenium/CRM/TPA management system and set up changes to be executed for new partner on-boarding in premium collections

- To identify fixes needed in systems/processes to reduce the efforts on reconciliation.

- To revamp the payout reports and visibility through integration

- To work towards further digitization of the collection process for better customer experience

- To create Self service help options on website/customer portal through DIY (Do it Yourself) options for policy holder services

- To govern process for Scope, Risk, Quality, Team management with respect to the IT vendors involved in delivery

Specific Authorities( Financial & Non Financial) :

- Approval on PO and Invoices based on designation mentioned in finance entitlement grid

- Sign off on new system developments in conjunction with Policy Service Operations vertical head

Key Performance - Policy Service process simplification (As per project plan)