Job Purpose
Continuous Improvement of Customer Service at Branches and Aiming for High Customer Delight, Business Processing at Branches with high FTR, driving change management (w.r.t. processes and strategies), adherence to Audit and Compliance, attaining and maintaining high NPS Score for the function and revenue generation through S2S. Recruitment, training and development of the staff to meet the above mentioned objectives. Content
Job Content
- To recruit, train, lead, manage and motivate a team of operations executives at the branches ensuring adherence to audit, Compliance & Risk management in line with established internal policies and external regulations.
- To ensure committed service delivery to internal as well as external customers and create customer delight.
- To Support attaining industry leadership by running the most efficient operating model with cross functional coordination and achieve economies of scale for regional operations
- To drive regional competition in terms of TAT, retention, persistency, quality and deliver on regional service indicators and also benchmark levels across competition.
- To Identify training needs and ensure that all the members get refresher trainings as per department norms & ensure adequate staffing, deployment and utilization of resources at each Branches
- To manage exception and escalation handling & Relationship management within the department and with cross functional teams
Accountability
- Accountable for quality Service Delivery at Branches to both Internal & External Customers as per company guidelines.
- Accountable to maintain quality and delivery standards for all branch Operations and related processes including service delivery & administration, Initial Underwriting, Agency Servicing & Operations, Claims, Complaint tracking and timely resolution, Persistency, Audit & Compliance, risk management.
- Recruiting, managing and motivating a team of Branch Operation Executives and Managers and field functionaries for better output.
- Managing & driving an initiative for Process standardization, process Compliance, Audit and risk management for the region.
Impact of Role
- Should Ensure Cross functional coordination and support by convening Sales meetings and ensuring support in driving respective channel's goals as per overall organization's objectives.
- Ensure standard for quality Service delivery to internal as well as external customers is maintained and improved.
- To Drive regional competition in terms of TAT, retention, persistency, business health and quality and ensure control on regional service indicators like claim ratio, No of complaints, resolution TAT and severity, etc.
- Should Maintain business health through process standardization, process Compliance, Audit and risk management for the region as per established internal policies and external regulations
- To Achieve cost effective operational structure by managing adequate staffing, deployment and utilization of resources at each branches.s to be used to manage team members
- Processing to be used to manage team members
- Goal setting and downloading KRA's at the start of the tenure
- Setting milestones and tracking through weekly calls. Regional contests are also to be rolled out to ensure drive.
- Weekly Sr BOE review meet to be conducted to ensure KRA milestones are timely monitored and reviewed.
- Structured induction program to be done for all new joinees. Checklist to be prepared to ensure and assess job knowledge of new joinees before handling over work
- Should have Special focus on team training and development, step down meetings, two-way feedback, job rotation, exit interviews and succession planning.
- Special initiatives to be taken from time to time to evaluate trends to improve process efficiency and effectiveness and encourages utilization of best practices to develop solutions and respond to customer needs.
- Cultivate Culture for Creative and innovative thinking and several employee engagement initiatives are taken to enhance the level of belongingness.
- Performance feedback to be shared on quarterly basis to ensure appraisals are transparent.
Key Performance Indicators
Principal Accountabilities Of The Proposed Role After Promotion Are
- Persistency for the Region
- Service to sales / Cross sell
- Driving Instant Service through CRM Implementation and Instant Conversion through EPIC.
- Surrender Retention, preventing CFI, Foreclosure revival
- End to End TAT and Conversion ratio
- Business health and quality
- Team development and controlling attrition
- ECS Drive & Stale Closures
- Branch Audit & Inspection, Risk management
- Exception and Escalation handling
- Quality servicing to internal as well as external customers
- Cross functional coordination and distribution support
- Complaint handling and resolution
- Quality improvement & Service focus
- Team & resource management
- Net Promoter Score (NPS)
- Drive Special Projects assigned by Leadership Council
