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Senior Manager - Renewals
Date: Oct 8, 2024
Location:
Gurugram, HR, IN
Company:
maxlifeins
JD
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Position
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Senior Manager– Customer Retention Team
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No. of Positions
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1
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Department
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Operations
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Function
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Customer & Retention
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Reporting to
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VP – Customer Retention Team
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Band
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4A
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Location
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Gurugram – HO
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Last date of submission
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KEY RESPONSIBILITIES
- Overall management of Auto debit process including NACH/eNACH/CCSI/Direct debit etc.
- Overall management of online/offline payment methods including collection entries in the system;
- Ensuring timely registration of auto debit mandates;
- Ensuring correct and timely debit transactions on policy due date as per debit strategy;
- Forecasting collection through auto debit process and meeting collection targets;
- Ensure adherence to documented processes, procedures and controls and update it for changes;
- Process re-engineering to fix gaps highlighted/identified through/by customer/agent/distribution feedback;
- Close monitoring of grievances/CXO complaints and able to fix process gaps.
- Process automation through new age technology
- Data analysis, reporting exceptions, MIS and dash-boarding;
- Internal/external audit management;
- Third party vendor management and their billing process;
- Managing process with in the assigned budget
- Deploying need based customer/distribution communication
- Ensuring compliance to the applicable regulation;
- Ensuring regular review and governance mechanism with key stakeholders
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Measure of Success:
- Meeting collection targets through Autodebit;
- Reduction in CXO/IRDA complaints and Grievances;
- Audit rating of 2 or above and process assessment score above operations’ average
- Closure of all audit observations with in the assigned timeframe
- Supervisor feedback
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DESIRED QUALIFICATIONS & EXPERIENCE
- Should be a graduate, preferably with a professional qualification.
- Should have a minimum of three-year experience in Auto debit process and overall 8-10 year experience in insurance operations
- Knowledge of Life Insurance products preferred.
FOR LATERAL MOVEMENT,
- Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
- Candidates who have a performance rating of G3M3 & have completed 18 months in the current role
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KNOWLEDGE / SKILLS / ABILITIES
- Experience of working in Auto Debit process
- Must have excellent MS excel/Access knowledge
- Strong understanding of financial services ecosystem
- Customer centricity & Servicing attitude
- Exposure to quality tools and processes
- Good communication skills & Strong Customer Focus
|
JD
|
|
Position
|
Senior Manager– Customer Retention Team
|
No. of Positions
|
1
|
Department
|
Operations
|
Function
|
Customer & Retention
|
Reporting to
|
VP – Customer Retention Team
|
Band
|
4A
|
Location
|
Gurugram – HO
|
Last date of submission
|
|
|
KEY RESPONSIBILITIES
- Overall management of Auto debit process including NACH/eNACH/CCSI/Direct debit etc.
- Overall management of online/offline payment methods including collection entries in the system;
- Ensuring timely registration of auto debit mandates;
- Ensuring correct and timely debit transactions on policy due date as per debit strategy;
- Forecasting collection through auto debit process and meeting collection targets;
- Ensure adherence to documented processes, procedures and controls and update it for changes;
- Process re-engineering to fix gaps highlighted/identified through/by customer/agent/distribution feedback;
- Close monitoring of grievances/CXO complaints and able to fix process gaps.
- Process automation through new age technology
- Data analysis, reporting exceptions, MIS and dash-boarding;
- Internal/external audit management;
- Third party vendor management and their billing process;
- Managing process with in the assigned budget
- Deploying need based customer/distribution communication
- Ensuring compliance to the applicable regulation;
- Ensuring regular review and governance mechanism with key stakeholders
|
Measure of Success:
- Meeting collection targets through Autodebit;
- Reduction in CXO/IRDA complaints and Grievances;
- Audit rating of 2 or above and process assessment score above operations’ average
- Closure of all audit observations with in the assigned timeframe
- Supervisor feedback
|
DESIRED QUALIFICATIONS & EXPERIENCE
- Should be a graduate, preferably with a professional qualification.
- Should have a minimum of three-year experience in Auto debit process and overall 8-10 year experience in insurance operations
- Knowledge of Life Insurance products preferred.
FOR LATERAL MOVEMENT,
- Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
- Candidates who have a performance rating of G3M3 & have completed 18 months in the current role
|
KNOWLEDGE / SKILLS / ABILITIES
- Experience of working in Auto Debit process
- Must have excellent MS excel/Access knowledge
- Strong understanding of financial services ecosystem
- Customer centricity & Servicing attitude
- Exposure to quality tools and processes
- Good communication skills & Strong Customer Focus
|