Senior Operations Manager

3 weeks ago


Kolkata, West Bengal, India Max Life Insurance Full time

Key Responsibilities:

  • Deliver exceptional customer service by processing new business queries efficiently.
  • Manage discrepancies and Field Operations Procedures (FOP's) to ensure seamless operations.
  • Oversee Work-in-Progress (WIP) management to optimize productivity.
  • Handle Field Operations Queries & Complaints to resolve issues promptly.
  • Process cheques, cash, and credit card transactions accurately.
  • Poll Coll clearance and Petty Cash Management for efficient financial operations.
  • Ensure Vendor Management and statutory compliance.
  • Agency Contract management for existing agents.

Adhere to all regulatory requirements and industry standards.

Process customer requests through Point of Sale (POS) channels.Drive Sales to Service & Recruitment initiatives.Persistency measures for 13th and 25th Month milestones.Cultivate Customer Retention and Revenue growth.

Measure of Success:

  • Apply for Paid ratio > 88%.
  • Reduce discrepancy rate < 3%.
  • Resolve GO actionable with turnaround time (TAT).
  • Customer/Distribution satisfaction score +3.5.
  • Day 1 completion rate at 100%.
  • Create PCV on a real-time basis with 40% replenishment.
  • Process bills and manage costs effectively.
  • Adhere to laid-down processes and guidelines.

    Timely processing of documents within 2 days of receipt.

  • Agent Query and Code follow-up.
  • Process agent reimbursement accurately.
  • Maintain POS accuracy at 97% and Decline at 3%.
  • Collection of 13+25 Month > 89%.
  • Surrender/Retention > 70%, ECS Retention > 30%.

    Required Qualifications and Experience:

    • Minimum 2-3 years of experience, with at least 2 years in customer service, operations, or finance.
    • Eligibility criteria: G2M2 performance rating with 12 months in the current role or G3M3 with 18 months.
    • Lateral movement: completed 12 months in the current role with a minimum performance rating of G3M3.

    Knowledge and Skills:

    • Ability to work in a fast-paced environment.
    • Strong people skills.
    • Good coordination and data management skills in Excel.
    • Accounting knowledge.
    • Customer-centric approach.


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