Deputy Manager - Operations

Date: Oct 30, 2024

Location: Kochi, KL, IN

Company: maxlifeins

 

 

Job Title : Manager - Operations                                                                 

Position

Deputy Manager

No. Of Positions

1

Department

Operations

Function

Operations Bancassurance

Reporting to

Manager

Band

 5B

Location

Kochi

Last date of submission

 

Key Responsibilities: 

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

  • Daily WIP management (governance calls)
  • Weekly/Fort-nightly Governance calls/Meetings
  • Monthly FWG with Bank and Distribution
  • Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

2) ESCALATION & QUERY MGMT Single point of contact for Broker escalations management (service query / Under writing / claims)

3) TRAINING: Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs

4) Inter dept. coordination/structural fixes– IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner

Measure of Success:

 

  • >87% 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 80%

 

  • Customer retention and reduction in leakage (less than 6 % pre and post)

 

  • Trainings to MLI 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 5-8 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

Deputy Manager

No. Of Positions

1

Department

Operations

Function

Operations Bancassurance

Reporting to

Manager

Band

 5B

Location

Kochi

Last date of submission

 

Key Responsibilities: 

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

  • Daily WIP management (governance calls)
  • Weekly/Fort-nightly Governance calls/Meetings
  • Monthly FWG with Bank and Distribution
  • Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

2) ESCALATION & QUERY MGMT Single point of contact for Broker escalations management (service query / Under writing / claims)

3) TRAINING: Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs

4) Inter dept. coordination/structural fixes– IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner

Measure of Success:

 

  • >87% 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 80%

 

  • Customer retention and reduction in leakage (less than 6 % pre and post)

 

  • Trainings to MLI 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 5-8 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.