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