Manager - Operations - #957068

Max Financial Services


Date: 1 week ago
City: Mumbai, Maharashtra
Contract type: Full time

Job Title : Manager - Operations

Position

Manager

No. Of Positions

1

Department

Operations

Function

Operations - Bancassurance

Reporting to

Sr.Manager

Band

4

Location

Mumbai

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 Broker 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

  • Broker 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 Broker partners and 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 of5-8 years plusin 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

Manager

No. Of Positions

1

Department

Operations

Function

Operations - Bancassurance

Reporting to

Sr.Manager

Band

4

Location

Mumbai

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 Broker 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

  • Broker 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 Broker partners and 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 of5-8 years plusin 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.

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