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

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