Senior Operations Manager
3 weeks ago
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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