Business Manager

Job Overview

The key responsibility for incumbent would be to manage end-to-end issuance/fulfillment of new business which includes WIP management, central initiatives to ease issuance through regular engagement with distribution/policy issuance/underwriting to ensure business continuity.

Key Responsibilities

• Strengthening relationship with regular engagement with distribution heads to drive business growth and development.
• Engage regularly to monitor and improve performance metrics and KPIs.

End-to-End Issuance Management

• Responsible for managing the new business issuance by ensuring daily traction on WIP to meet monthly targets and enhance customer satisfaction.
• Driving WIP clearance through hub teams to clear field WIP on a daily basis for smooth issuance and minimize operational inefficiencies.
• Regular Governance calls with HUBs teams to align strategies and ensure business continuity.
• Responsible for end-to-end WIP management to optimize business processes and reduce costs.
• Identify opportunities for improvement and drive various process and operational excellence initiatives for ease of business and enhancing business quality measures for channel partners.

Data Analysis and Reporting

• Delivery of reports and analysis on various parameters of business & processing to derive plans of action for improvement and strategic decision-making.
• Enabling and supporting distribution with various data sets, reports, and dashboards to facilitate informed decision-making and drive business growth.
• Working closely with internal departments on reports automation agenda to streamline processes and minimize manual errors.
• Creating and preparing various presentations to be shared with senior management as and when required.

Process Control and Compliance

• Ensure maintenance and updating of SOPs and 4 sheeter's to adhere to regulatory requirements and best practices.
• Document and control changes in existing processes to minimize disruption and ensure seamless operations.
• Ensure all Service requests are processed as per defined SLAs to maintain high levels of customer satisfaction.

Projects and Continuous Improvement

• Conduct benchmarking internally and externally to establish best-in-class delivery/quality standards.
• Rolling out new guidelines for distribution adherence to enhance business quality and customer satisfaction.

Team Management

• Develop team members to perform effectively and efficiently to achieve business objectives and drive growth.

Measures of Success

• Monthly/Regular governance engagements with Distribution leaders/Head.
• Publishing Monthly Issuance Dashboard/Scorecard.
• Driving Operational efficiencies with Distribution team.
• 92% M0 Issuance.
• 94% M2 Issuance.
• FTR of 85%.
• Drive customer satisfaction through resolution of escalations and requests with TAT.
• Number of projects completed - Complete 1 Green/Black belt project for the year.
• Talent retention, >10% attrition for G2M2abv.
• Accurate reconciliation of business data/reports.
• User-friendly customization of analytical report.
• Number of Initiatives deployed to bring in process improvements.
• Effective alignment across departments with minimal escalations.

Desired Qualification and Experience

• Graduate/Post Graduate in Management.
• Must have a minimum of 10+ years of experience.
• 5 years in Relationship Management and Banca Operations Management.
• Sound Knowledge of Bancassurance or Banking Operations Model & specifically operations processes.
• Good communication & analytical skills.
• Strong data skills and solution-centric approach.
• Customer-centric approach.
• Process documentation and systems approach.
• Computer skills in using databases and office management software including spreadsheets/presentation skills.
• Team management and strong relationship skills.