Job Title : Manager - Operations                                                                 

Position

Chief Manager-Operations

No. Of Positions

1

Department

Operations

Function

Operations – AXIS

Reporting to

VP - Axis

Band

 4B

Location

Chennai

Last date of submission

Key Responsibilities: 

1) DRIVING OPERATIONAL EFFICIENCIES

• Weekly/Fort-nighly Governance calls/Meetings
• Monthly FWG with Bank and Distribution
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster
• MOM drive and ATR resolution

2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster)

• Weekly/Fort-nighly Governance calls/Meetings
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster and Branches
• MOM drive and ATR resolution

3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head

4) TRAINING : Train and educate bank staff on the various ops process and new initiatives and address FAQs

Measure of Success:

• >80% M0 issuance and 94% M2 Issuance
• 100% Customer Service and complaint resolution within TAT
• Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%
• Customer retention and reduction in leakage (less than 6 % pre and post)
• Ops process awareness and trainings in Bank and Distribution team on ops processes and policies
• Meet the renewal / persistency targets
• Meet the Surrender retention targets
• Audit ratings of 2 or above in all internal audits

Desired qualifications and experience:

• A Graduate/MBA
• Experience of 8-10 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:

• Good communication skills
• Customer centric approach
• Process documentation and systems approach
• Previous experience preferably in relationship management and cross functional engagement
• Computer skills in using databases and office management software including spreadsheets/presentation skills.

Job Title : Manager - Operations                                                                 

Position

Chief Manager-Operations

No. Of Positions

1

Department

Operations

Function

Operations – AXIS

Reporting to

VP - Axis

Band

 4B

Location

Chennai

Last date of submission

Key Responsibilities: 

1) DRIVING OPERATIONAL EFFICIENCIES

• Weekly/Fort-nighly Governance calls/Meetings
• Monthly FWG with Bank and Distribution
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster
• MOM drive and ATR resolution

2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster)

• Weekly/Fort-nighly Governance calls/Meetings
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster and Branches
• MOM drive and ATR resolution

3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head

4) TRAINING : Train and educate bank staff on the various ops process and new initiatives and address FAQs

Measure of Success:

• >80% M0 issuance and 94% M2 Issuance
• 100% Customer Service and complaint resolution within TAT
• Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%
• Customer retention and reduction in leakage (less than 6 % pre and post)
• Ops process awareness and trainings in Bank and Distribution team on ops processes and policies
• Meet the renewal / persistency targets
• Meet the Surrender retention targets
• Audit ratings of 2 or above in all internal audits

Desired qualifications and experience:

• A Graduate/MBA
• Experience of 8-10 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:

• Good communication skills
• Customer centric approach
• Process documentation and systems approach
• Previous experience preferably in relationship management and cross functional engagement
• Computer skills in using databases and office management software including spreadsheets/presentation skills.