Officer - Digital Support

2 weeks ago

Thāne, Maharashtra, India Tata AIA Life Insurance Full time
Job Description

Position Title:

Officer- Digital Support Team

Department:

Digital Support Team

Level / Band:

101

Role Summary:

Role involves verifying and managing quality and compliance guidelines as per the agreed process. Looking for end-to-end solution and managing the queries from cross-functional teams.

B Organizational Relationships

Reports to:

Manager

Supervises:

Team / Vendor

C Job Dimensions

Geographic Area Covered:

National

Stakeholders Internal:

Audit & Compliance, NB Team, Customer Service, Business Conservation, Internal Sales, U/W, Compliance

External:

Outsource Vendors

D Key Result Areas

- Quality Check
- Monitoring QC and generating new ideas for improving the scores.
- Engagement with Vendor team to improve the accuracy of the process.
- Ensure high accuracy rates in Application Transaction processing.
- Ensure Calibration activity with Vendor team.
- Weekly/Fortnightly review with the Vendor team on QC scores and document the MOM.
- Training the team to improve the above KPI.
- SOP Adherence, Audit & Compliance
- Ensure all activities of the department are as per regulatory guidelines and SOPs, with no adverse audit findings from Regulators or Auditors.
- Ensure that all Management Responses to audit observations are submitted to Control Assurance / Auditors on time.
- Ensure SOP review from time to time to reflect recent process changes/additions.
- Key Reports and Responsibilities
- Timely response to queries from Compliance/Customer Service or other departments.
- Adherence to the Job Assignment schedule at BAU.
- Deep dive to identify the issue and provide a solution to fix it.
- Plan to improve the accuracy.

E Skills Required

Technical

- Advanced Excel knowledge.

Behavioral

- Level 1:
- Interpersonal skills
- Communication skills
- Creative thinking skills
- Level 2:
- Supervising/Leadership skills
- Teamwork skills
- Influencing skills
- Level 3:
- Relationship building skills
- Decision-making skills

Incumbent Characteristics

Essential

- Graduate, with knowledge of advanced Excel.

Desired

- Graduate/Post graduation.

Experience

- 12 years of experience in working in Insurance Operations.

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