Overall responsibility of Audit and compliance for Customer Retention – Communication, Payments & Journey Flows
Also Setting up SIC’s & governance dashboards for customer touchpoints & deliveries
Focus on regular audits, risk assessment and identify potential compliance issues. Investigate compliance violations & report findings to management. Lead the EWG & MRC for process gaps. Attention to details and ability to work independently and manage multiple buckets.
This role will be at the forefront of executing to the strategic initiatives, change management, process improvement, creating new processes, new system enhancements, audit outcomes & observation closures along with data governance which enhance customer/seller experience significantly resulting in better business outcomes.
Key Responsibilities
Audit and compliance – 40%
Carrying /conducting out independent and in-depth Audit compliance reviews for Payments, Communication & surrender processes
Reporting out key outcomes on monthly basis along with preventive and corrective steps on key critical points.
Manage Operational Loss Database for the respective function
Ensuring monthly compliances to IRDAI reporting & COMS
Perform periodic testing on control efficacy for controls deployed for material risks
Monitoring all CRT Journeys and Identify any gaps in operational processes by performing impact assessments.
Formulating process of tracking and closing compliance & open issues by close looping with with respective process owners.
Reporting key compliance outages in management committees viz EWG & ORG.
Communication & Payments – 40%
Creation of SIC’s and tracking intent base and report errors
Process Improvement after taking feedback from distribution/stakeholders.
Aiding the automation of critical work flows
Analyze data to establish the problem RCA and report on efficacy of implemented solutions.
Collaborate with IT for any enhancement/Updation.
Drive initiatives in line with company strategy to empower various interdepartmental teams like IT, BPMA and within department
Collaborate with various stake holders like Enterprise Risk and IT team to ensure timely delivery of and completion of various initiatives
Consistent follow up on initiatives launched to ensure 100% desired outcome
Project Management – 20%
Process re-engineering to fix gaps highlighted/identified through/by customer/agent/distribution feedback
Deploying need based customer/distribution communication
Ensuring compliance to the applicable regulation;
Ensuring regular review and governance mechanism with key stakeholders
Measure of Success:
Audit and compliance
Audit rating > 2 and going for 1.
Number of process improvement initiatives taken
Automation of check points to ensure process health in place
Timely completion of the review plan & risk assessment , Key risk identified & mitigation plan developed
Timely updation of new regulatory task in COMs
Customer communication & Payments
Successful implementation SIC’s and monitoring
Efficiency in tracking
Cross functional Coordination
Risk free process across CRT
Must have a minimum of 2-5 years of experience in project/ program management.
Knowledge/ Understanding of risk management
Excellent in communication, document creation and presentation
Good PR skills and able to get the work done from other depts.
Growth mindset and self-motivated
Desired qualifications and experience:
Graduate/PG in Management preferred
Must have a minimum of 4-5 years experience, of which at least 2-3 years should have been spent in Operations and / or Customer Service
Experience of managing Operational risk, audit, governance
Should have understanding of payments, automation, digital solutions, operational challenges and associated risks
Should have held a managerial position for at least 2 years
Skills:
Sound Knowledge of front end Operations Model. Very Strong communication skills: Ability to express ideas clearly and persuasively. Execution ability; Effectiveness in planning and organizing activities of himself and team members; exceptional energy, drive and People Management Skills
Career Opportunities
Position
Manager – Audit, Compliance & Risk management in Renewals and persistency
Overall responsibility of Audit and compliance for Customer Retention – Communication, Payments & Journey Flows
Also Setting up SIC’s & governance dashboards for customer touchpoints & deliveries
Focus on regular audits, risk assessment and identify potential compliance issues. Investigate compliance violations & report findings to management. Lead the EWG & MRC for process gaps. Attention to details and ability to work independently and manage multiple buckets.
This role will be at the forefront of executing to the strategic initiatives, change management, process improvement, creating new processes, new system enhancements, audit outcomes & observation closures along with data governance which enhance customer/seller experience significantly resulting in better business outcomes.
Key Responsibilities
Audit and compliance – 40%
Carrying /conducting out independent and in-depth Audit compliance reviews for Payments, Communication & surrender processes
Reporting out key outcomes on monthly basis along with preventive and corrective steps on key critical points.
Manage Operational Loss Database for the respective function
Ensuring monthly compliances to IRDAI reporting & COMS
Perform periodic testing on control efficacy for controls deployed for material risks
Monitoring all CRT Journeys and Identify any gaps in operational processes by performing impact assessments.
Formulating process of tracking and closing compliance & open issues by close looping with with respective process owners.
Reporting key compliance outages in management committees viz EWG & ORG.
Communication & Payments – 40%
Creation of SIC’s and tracking intent base and report errors
Process Improvement after taking feedback from distribution/stakeholders.
Aiding the automation of critical work flows
Analyze data to establish the problem RCA and report on efficacy of implemented solutions.
Collaborate with IT for any enhancement/Updation.
Drive initiatives in line with company strategy to empower various interdepartmental teams like IT, BPMA and within department
Collaborate with various stake holders like Enterprise Risk and IT team to ensure timely delivery of and completion of various initiatives
Consistent follow up on initiatives launched to ensure 100% desired outcome
Project Management – 20%
Process re-engineering to fix gaps highlighted/identified through/by customer/agent/distribution feedback
Deploying need based customer/distribution communication
Ensuring compliance to the applicable regulation;
Ensuring regular review and governance mechanism with key stakeholders
Measure of Success:
Audit and compliance
Audit rating > 2 and going for 1.
Number of process improvement initiatives taken
Automation of check points to ensure process health in place
Timely completion of the review plan & risk assessment , Key risk identified & mitigation plan developed
Timely updation of new regulatory task in COMs
Customer communication & Payments
Successful implementation SIC’s and monitoring
Efficiency in tracking
Cross functional Coordination
Risk free process across CRT
Must have a minimum of 2-5 years of experience in project/ program management.
Knowledge/ Understanding of risk management
Excellent in communication, document creation and presentation
Good PR skills and able to get the work done from other depts.
Growth mindset and self-motivated
Desired qualifications and experience:
Graduate/PG in Management preferred
Must have a minimum of 4-5 years experience, of which at least 2-3 years should have been spent in Operations and / or Customer Service
Experience of managing Operational risk, audit, governance
Should have understanding of payments, automation, digital solutions, operational challenges and associated risks
Should have held a managerial position for at least 2 years
Skills:
Sound Knowledge of front end Operations Model. Very Strong communication skills: Ability to express ideas clearly and persuasively. Execution ability; Effectiveness in planning and organizing activities of himself and team members; exceptional energy, drive and People Management Skills
