Chief Manager

1 week ago

Mumbai, Maharashtra, India HDFC Life Full time ₹ 15,00,000 - ₹ 20,00,000 per year

About the Department The Persistency department is responsible to retain business by constantly keeping in touch with customers. This includes communicating with customers in order to provide reminders for their policy renewals, managing audits and performing quality checks by ensuring efficiency of the departmental process.

What are we looking for? We're seeking an experienced Chief Manager in persistency team at HDFC life for Payments who will lead and oversee payments from. The ideal candidate will be responsible for managing teams, resources, timelines, budgets and stakeholder communications to ensure successful project delivery, implementing customer journey analytics tool an adobe product, driving process improvements. In this role, candidate is expected to build analytics on data and servicing interaction and provide meaningful insights and add value to Department

What does the job entail?

Key Responsibilities:

  1. Strategize payments and lead team with complete ownership and develop individuals.
  2. Strengthen existing payment avenues and faster resolution of issues to ensure collection and customer satisfaction
  3. Identify opportunities in payment avenues & auto debit and quick execution and increase digital adoption
  4. Formulate and ensure payment operations within budget
  5. Design strategies to drive collection through payment avenues
  6. Handle and streamline Complaints, Service requests, Escalations and Issues
  7. End to end management of process and performance in all audit parameters
  8. Challenge status quo and recommend changes and ensure 100% documentation
  9. Enable MIS for tracking payment from all sources and ensure accuracy of numbers
  10. Develop and maintain relationship with vendors/partners and ensure smooth operation and compliance and day to day basis
  11. Adhere and Compliant to regulatory guidelines and changes in provided timelines
  12. Understand impacted stakeholders and their role, collaborate and influence stakeholders, educate and promote payment avenues.
  13. Identify and drive initiatives and projects identified for payments with 100% delivery
  14. Improve NPS of customer and UI/UX experience across payment platforms

Essential conditions:

  • At least 4-5 years of experience in BFSI in Payments, Team management, operations and project management
  • Masters/ Bachelor's degree in Business Administration, Engineering IT or related fields.
  • Experience with automation, payment process, digital platforms, payment gateway and vendor management
  • Strong understanding of data analysis, customer experience improvement, project planning, execution and team leadership.
  • Excellent communication, problem-solving, and project management skills.
  • Proficiency in project management tools (e.g. Ms Project, JIRA etc)

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