Manager – Policy Servicing
1 month ago
Key Responsibilities:
- Distribution/stakeholder Management – liaison with Distribution partner and servicing team and ensure timely completion of servicing transactions
- Coordination with various department at HO for smooth operations and processing of cases on time.
- Daily WIP management to ensure TAT is adhered
- Partner location visit and resolve their queries
- Single point of contact for partner to any operation help and processing of cases.
- Ensure for closure of cases within the TAT.
- MIS and Data analysis
- NPS Detractors analysis and take corrective action plan to improve the process.
- Data reconciliation, MIS/Dashboard Reporting
- Analyzing the CEO-CXO Escalation/Service Grievance cases and identifying the key areas of improvement along with implementation.
- Open audit points to be closed within timeline and ensure timely submission of self-identified issues.
- Ensuring the timely response to on queries recd from mail and resolving the requests within defined timelines
Measure of Success:
TAT Adherence as per the Target defined on following Metrics – 72 Hrs-50%, Half SLA -95% and SLA-100%
NPS Target - >75%
Timely reporting of Dashboard/MIS
Maintain proper tracking of WIP cases/NPS /Service Grievances/CEO-CXO Escalations.
Keep update on Audit Points and Timelines.
Timely SOP updation and maintenance
Desired qualifications and experience:
Should be a Post Graduate, preferably with Insurance background & Professional qualification.
Good Knowledge of Ingenium Application.
Must have a minimum of 10-12 years in Insurance and handling the team.
Knowledge and skills required:
People Management
Exposure to quality tools and processes
Good communication skills
Strong adaptability and Problem-solving skills
Presentation skills
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