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Job Description
A.Position Overview
Position Title | Issuance & Operations Manager - DBU |
Department | Telesales |
Grade | Assistant Manager |
B.Organizational Relationships
Reports to Direct | LOB Head - DBU |
Supervises | NA |
C.Job Dimensions
Stakeholders Internal | Call Center-Internal , BIU Analytics , DST Team , UW Team, Medical Management Team, NBFE Team , IT , Other stakeholders if any |
Stakeholders External | Call Center Vendors & Other Partners |
About Department: -
Telesales Dept. focuses on engaging prospects & customers on online platforms, transforming engagement into customer interest and converting interest into online conversion of insurance business. The entire customer journey happens online. It contains 2 LOB's
1)Sell Online : - Advising customers and converting customer interest into NOPs and ANP
2)Lead Generation : - Support direct sales force team by generating hot prospects for assigned campaigns/products
Purpose of the job: -
Key objective of this role is liasioning between various departments to ensure faster issuance of submitted policies.
Conduct various training programme for call center team educating them on FTR , DST Guidelines , TeleMER Guidelines , UW Guidelines , NRI Guidelines , Medical Management Related & other support required to clear policies from pending stages.
Other responsibilities includes study business requirements, perform UAT's, and ascertain support required, co-ordinate with sell online & IT team to fix technical issues if observed any,
Candidate should be ready to provide end to end support for clearance of policies from various buckets that may include talking to customers directly in case of critical requirements.
D.Key Result Areas
Operations Efficiency | Understand end to end business flow of Websales channel Regular stock taking of submitted policies Identify various reason causing delay in issuances @ call center level @ TALIC Level. Coordinate with DST Team to clear policies from DST Bucket Coordinate with Medical Management Team to align medicals of customers @ preferred location Coordinate with UW Team to clear NB Queries Liaison between outsourced calling unit & internal TALIC Dept. to clear pendancies Circulate updated MIS twice a day Timely update to team on TELE MER Guidelines , Medicals Guidelines , DST Checklist to sure 80% FTR Frequent visit to call center to drive education series on above matters |
E.Skills Required
Technical | Knowledge on DST , NBFE , FileNet System & Other industry level systems | ||
Behavioral . | Level 1 | Level 2 | Level 3 |
Interpersonal skills | |||
Communication skills | |||
Creative thinking skills | |||
Supervising/Leadership skills | |||
Teamwork Skills | |||
Influencing skills | |||
Relationship Building skills | |||
Decision making skills |
Essential | Desirable | |
KNOWLEDGE | 1. Knowledge of life insurance business and products. | Previous experience of issuance management of especially on In-house/Outsourced Call center management for Online Self-Sourced business. |
PROFESSIONAL EXPERIENCE | 5-7 years of experience in life insurance | 3-5 years of experience issuance management processes Online life insurance business management will be added advantage. |
EDUCATION QUALIFICATIONS | Graduate | Post Graduate - MBA/Exe. MBA (Preferably in Marketing or Operations ) |
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Date Posted: 16/11/2024
Job ID: 100470519
ata AIA Life Insurance Company Limited (Tata AIA Life Insurance) is a joint venture company, formed by Tata Sons Pvt. Ltd. and AIA Group Ltd. (AIA). Tata AIA Life Insurance combines Tata’s preeminent leadership position in India and AIA’s presence as the largest, independent listed pan-Asian life insurance group in the world spanning 18 markets in the Asia Pacific region. Tata AIA Life Insurance is also one of the leading insurers in the Indian private sector.
