Senior Manager
2 weeks ago
APosition Overview
Position Title
Sr. Manager – Quality & Complaints
Department
Indusind Bank – All Channels
Level/ Band
Sr. Manager
Role Summary:
·To design and execute plan for improving quality targets of the channel
·To handle Complains and Senior level escalations
·To manage regulatory aspects, IRDA reporting and audit requirements
·To undertake NPS end to end and scale up for all channels
·To build green channel for various initiatives launched by bank
·To Enable all Digital and IT related enhancements across all channels for process refinements
·To work closely on sharp data analytics across all quality parameters and present charter based solutioning of projects
·To evaluate, recommend measures and implement improvement in VONB for the channel
·To work closely with bank back end teams for smooth day to day quality engagements and reviews regularly
·To extend all support to filed Sales and HO teams deliver business objective
·Understanding of dynamics of partnership-based distribution networks
·Designing internal sales drives across partner facing parameters
·Execution mindset for proposed drives
·Seamless coordination with various cross functional and internal stakeholders
·Proven track record of managing partner stakeholders
·Well versed with corporate governance thumb rules in Insurance sector
·Identifying and developing whitespaces in existing business equations
·Proactive approach on initiatives and business deterrents
·Scope of work: NPS | Complaints | Compliance Initiatives
·Scope of duties is dynamic in nature
B Organizational Relationships
Reports To
AVP – Business Quality
Supervises
NA
CJob Dimensions
Geographic Area Covered
Zone/ Cluster
Internal Stakeholders
Finance, BIU
Product Management
CDOPS
Branch Operations
Distribution Operations, Compliance, Legal, IT, Digital
External
Bank HO Channel Partner
DKey Result Areas
Organization Process
Key Contributions
Achieve targets
·Quality target
·NPS Score
·Protect bottom line
Monitor sales & provide support
Analyze the productivity of operation team to ensure they are delivering as per expectations Maintain and observe Company's internal control and standards Implement and observe the Company's Compliance Policy Act as an escalation point for issues pertaining to qualityMIS & Reporting
Design and circulate business MIS and reports to various stakeholder as required Analyze data cuts on Business Performance and share the findings with the supervisorsRisk
Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changesESkills Required
Technical
Project/Ops experience of Banking environment Partner management Product/Subject matter expertise Strong cross departmental collaboration skills Business perspective, planning & reviews Finance / Insurance industry awareness Self-management and key attention to details Problem solving skills Peer level co-ordination and influencing skillsBehavioral
Essential
Desired
Interpersonal skills
Yes
Communication skills
Yes
Creative thinking skills
Yes
Supervising/Leadership skills
Yes
Teamwork Skills
Yes
Influencing skills
Yes
Relationship Building skills
Yes
Decision making skills
Yes
Language Skills
English
FIncumbent Characteristics
Essential
Desired
Qualification
PG/MBA
PG / MBA
Experience
8-10 years Sales/Project/Ops Experience (Insurance / Financial Service Background / Direct Sales)
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