Executive - Policy Owner Services

APosition Overview

Position Title

Executive - Policy Owner Servicing – CIT Process

Department

Policy Owner Servicing

Level/ Band

Executive

Role Summary :

BOrganizational Relationships

Reports to

Asst Manager / Manager - POS

Supervises

-

CJob Dimensions

Geographic Area Covered

National

StakeholdersInternal

Other Ops and F&A

External

Vendors in case of specific projects

DKey Result Areas

Open Calls Monitoring & Adherence to TAT

oTo monitor all Open calls to see if they are within SLA.

oTo ensure adherence to Internal and IRDAI TATs

oKnowledge of various processes of policy servicing unit

Quality & Controls

oConsistently maintain a high level of accuracy in processing large volumes of transactions, achieving 100% accuracy

oTo ensure processing of transactions following SOP

oTo conduct daily EOD recon and ensure NIL miss out

Branch queries/Task Management

oTo ensure response to queries or enquiries raised by call center through task related to CIT processes

Complaints Management

oTo provide resolutions to the customer grievance within committed timelines

oTo ensure zero complaints

MIS & Audit

oTo ensure that all MIS/reports (monthly reports, quarterly reports, Audit requirements, regulatory requirements) which are deliverables of the respective POS Unit are done on regular basis

oTo ensure that all RCSA & Audit actionable are done

oTo assist in preparing monthly PPT for management review

Analysis

oTo analyze service requests raised and identify process improvement measures or measures towards automation which would enhance overall productivity

ECompetencies (Please copy paste from Competency Dictionary)

Competency For

Proficiency Scale

Proficiency Scale Description

Customer and Consumer Focus

Customer and Consumer Focus

are about adding value to all

customers, internal and external,

through thought, action and

behaviour. Adding value implies

understanding the customer

needs vis a vis the market, and

being committed in delivering

solutions that delight the

customer and consumer and

enhance the relationship without

compromising on company

SOP's and values. SOP's and values.

2

·Ensures thorough follow-up with team to ensure customer concerns are resolved. Resolves fairly complex or non-routine problems, questions, or complaints; direct the most complex problems, questions, or complaints to the appropriate person or team.

·Collates and analyses data based on customer pain points and coordinates with other departments to ensure effective resolution of customer concerns and queries.

Building and Managing

Relationships

Collaborate and communicate

effectively with internal customer

service teams, vendors and

consumer's to gain input for

improving current systems and

processes, thereby impacting

customer service experience. Also,

empower team and people by

recognizing and rewarding efforts.

2

·Is able to articulate emails to communicate facts, ideas, feedback,

suggestions and recommendations.

·Presents ideas articulately and in an organized manner.

·Actively participates in and contributes to discussions with confidence.

·Empathizes and supports team members in every possible way and

voices one's view on own or related area of work.

·Responds to complex queries from stakeholders promptly and keeps superiors informed about own actions and their context.

·Acts to understand and responds appropriately to the concerns of others demonstrates openness and receptivity to new information.

·Builds positive and reciprocal relationships that benefit the function.

Strategic Orientation

Strategic Orientation is the ability

to align routine deliverables with

long term organizational vision. It

implies the ability to think

conceptually and to “see the big

picture”. It includes an

understanding of capabilities,

nature and potential of the

department and the Organization.

It involves taking calculated risks

based on an awareness of

product, procedures, regulation

and industry trends and how it

impacts the strategic direction of

the department and the

Organization.

2

·Applies a broad business understanding to improve the performance and processes of the group.

·Prioritizes work in alignment with business goals, acts and implements strategies and policies in accordance with the organization’s strategies, objectives and goals.

·Identifies the developments in the internal and external business environment.

·Reviews own actions against the organization’s strategic plans.

Achievement Orientation

Positions the organization for

success by necessary

determination and tenacity to

complete high quality work,

raising performance levels by

establishing challenging yet

achievable performance goals,

aligning systems and processes

to deliver on organizations

revenue goals, and implementing

more efficient customer centric

practices. It involves managing

and allocating financial and

people resources to execute

operational and business plans

and leverage revenue targets.

2

·Understands and works towards goals set by Supervisor.

·Measures progress against targets.

·Seeks to understand reasons for obstacles and find ways to overcome.

·Eliminates unnecessary dependency and inefficiency in work processes and procedures.

·Synchronizes and aligns efforts with others towards attaining common goals.

·Involves employees in planning, problem solving and decision-making on matters that affects the team performance.

·Manage within available resources to deliver expected performance on task assigned.

Functional and Technical Ability.

Ability to leverage on knowledge

of product, processes and policy

life cycle, SQL, six sigma and

project management to retain

and conserve customer

portfolio. Also able to utilize data

analytics, customer follow up

analysis with a view to impact

revenue target for Tata AIA Life

in a cost effective way.

2

·Displays broad level understanding of various product features and IRDAI regulations on policy surrender.

·Understands how various business drivers inter-relate & impact one's area of work.

·Has fair understanding of customer portfolio based on geography, channel, product and seasonality of customer.

·Conducts basic analysis on customer data and uses this data to design response model and engagement campaigns.

·Uses available technology, systems, techniques, processes and call center to preserve and retain existing customer portfolio.

GSkills Required

Type of Skills

Essential

Desired

Technical Skills

Database management

Yes

Data Interpretation

Yes

Data Base Control Through MS Excel

Yes

Behavioral Skills

Interpersonal

Yes

Communication

Yes

Creative thinking

 Yes

Supervising/Leadership

Teamwork

Yes

Influencing

Relationship Building

Yes

Decision making

 Yes

HIncumbent Characteristics

Essential

Desired

Qualification

Graduate

Post Graduate

Experience

1.Experience in MIS roles.

2.Data base management through XLs

3.Relevant Industry experience . Policy servicing experience from Insurance Industry

4.2 to 3 years overall working experience

1.Proficiency in Accounting entries

2.Banking / Insurance background

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