Senior Manager- Policy Owner Service
2 weeks ago
Key Responsibilities:
- Management – collaboration with Distribution partner and servicing team to ensure timely completion of transactions
- Communication with various departments at HO to facilitate smooth operations and timely processing of cases
- WIP management to uphold TAT requirements
- Conduct location visits to address queries
- Act as the primary contact for partners needing operational assistance and case processing
- Ensure closure of cases within the defined TAT
- Perform Data analysis
- Analyze Detractors and devise corrective action plans to enhance processes
- Handle reconciliations, MIS/Dashboard Reporting
- Address CEO-CXO Escalation/Service Grievance cases and identify areas for improvement
- Close audit points within the specified timeline and submit self-identified issues promptly
- Provide timely responses to queries received via mail and resolve requests within defined timelines
Measure of Success:
TAT Adherence as per set Targets on the following Metrics – 72 Hrs-50%, Half SLA -95% and SLA-100%
NPS Target - >75%
Timely reporting of Dashboard/MIS
Maintain proper tracking of WIP cases/NPS /Service Grievances/CEO-CXO Escalations
Update on Audit Points and Timelines
Timely SOP updation and maintenance
Desired qualifications and experience:
Post Graduate degree, preferably with a background in Insurance & Professional qualification
Proficient in Ingenium Application
Minimum 10-12 years of experience in Insurance and team management
Knowledge and skills required:
Effective People Management
Exposure to quality tools and processes
Strong communication skills
Exceptional adaptability and Problem-solving skills
Proficiency in Presentation skills
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