Senior Manager

1 month ago


mumbai, India Tata AIA Life Insurance Full time

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 quality

MIS & 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 supervisors

Risk

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 changes

ESkills 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 skills

Behavioral

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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