Regional Operations Manager

OBJECTIVE OF THE ROLE

To implement and enforce an appropriate framework for identification, assessment, measurement, monitoring and reporting of operational risks

KEY RESPONSIBILITIES

• To recruit, train, lead, manage and motivate a team of operations executives at the branches ensuring adherence to audit, Compliance & Risk management in line with established internal policies and external regulations.
• To ensure committed service delivery to internal as well as external customers and create customer delight.
• To Support attaining industry leadership by running the most efficient operating model with cross functional coordination and achieve economies of scale for regional operations
• To drive regional competition in terms of TAT, retention, persistency, quality and deliver on regional service indicators and also benchmark levels across competition.
• To Identify training needs and ensure that all the members get refresher trainings as per department norms & ensure adequate staffing, deployment and utilization of resources at each Branches
• To manage exception and escalation handling & Relationship management within the department and with cross functional teams

2. Accountability

• Accountable for quality Service Delivery at Branches to both Internal & External Customers as per company guidelines.
• Accountable to maintain quality and delivery standards for all branch Operations and related processes including service delivery & administration, Initial Underwriting, Agency Servicing & Operations, Claims, Complaint tracking and timely resolution, Persistency, Audit & Compliance, risk management.
• Recruiting, managing and motivating a team of Branch Operation Executives and Managers and field functionaries for better output.

• Managing & driving an initiative for Process standardization, process Compliance, Audit and risk management for the region.

• Impact of Role

• Should Ensure Cross functional coordination and support by convening Sales meetings and ensuring support in driving respective channels goals as per overall organization's objectives.

• Ensure standard for quality Service delivery to internal as well as external customers is maintained and improved.
• To Drive regional competition in terms of TAT, retention, persistency, business health and quality and ensure control on regional service indicators like claim ratio, No of complaints, resolution TAT and severity, etc.
• Should Maintain business health through process standardization, process Compliance, Audit and risk management for the region as per established internal policies and external regulations

• To Achieve cost effective operational structure by managing adequate staffing, deployment and utilization of resources at each branches.

• Processes to be used to manage team members

• Goal setting and downloading KRA's at the start of the tenure

• Setting milestones and tracking through weekly calls. Regional contests are also to be rolled out to ensure drive.

• Weekly Sr BOE review meet to be conducted to ensure KRA milestones are timely monitored and reviewed.

• Structured induction program to be done for all new joinees. Checklist to be prepared to ensure and assess job knowledge of new joinees before handling over work

• Should have Special focus on team training and development, step down meetings, two-way feedback, job rotation, exit interviews and succession planning.

• Special initiatives to be taken from time to time to evaluate trends to improve process efficiency and effectiveness and encourages utilization of best practices to develop solutions and respond to customer needs.

• Cultivate Culture for Creative and innovative thinking and several employee engagement initiatives are taken to enhance the level of belongingness.

• Performance feedback to be shared on quarterly basis to ensure appraisals are transparent.

A. Key Performance Indicators

Principal accountabilities of the proposed Role after promotion are:

• Persistency for the Region
• Service to sales / Cross sell
• Driving Instant Service through CRM Implementation and Instant Conversion through EPIC.
• Surrender Retention, preventing CFI, Foreclosure revival
• End to End TAT and Conversion ratio
• Business health and quality
• Team development and controlling attrition
• ECS Drive & Stale Closures
• Branch Audit & Inspection, Risk management
• Exception and Escalation handling
• Quality servicing to internal as well as external customers
• Cross functional coordination and distribution support
• Complaint handling and resolution
• Quality improvement & Service focus
• Team & resource management
• Net Promoter Score (NPS)
• Drive Special Projects assigned by Leadership Council

Below are the list of primary duties and responsibilities performed by this job including those that may be performed infrequently / annually. Below is an estimate of the percent of work time roughly to be devoted and contributed financial gain for the organization during performing the duties.

Serial No.

Area

% of time

1

Branch Operations & Customer Service

25%

2

Maintaining & improving quality (including audits & risk management) for

Projects, Processes & people

20%

3

Manpower planning & Training (adequate staffing, deployment and

utilization of resources)

15%

4

Relationship management and cross functional coordination

15%

5

Other On going – Situational tasks and management

10%

6

Revenue Generation & Special Task, Projects

15%

Total

100%

B. Authorities

Approval / recommending authority with budgetary limits:

C. Internal Relationships

Below are the List of Roles that Role Holder have in the organization and the purpose and frequency of such interactions, e.g. for reporting, participation in meetings, co-ordination for data collection/ reports etc.

A. SITUATIONAL INTERACTIONS

B. REGULAR INTERACTIONS

Role – Department

Frequency of Interaction

Purpose

CPC – HO

On going

For all transactional Purposes

Risk & legal

As & When required

For highlighting exceptions and dispute resolutions

Accounts/BRE/Claims/Admin

As & when required

For operational Purpose

FIG

As & When required

For FIG client audits & service management.

KMBL

As & when required

For placing a right talent across group companies for their better growth

Medical Networking

As & When required

For setting up new center tie ups especially at HP locations

Respective distribution channel teams Retail & CSG

On going

For Convening Sales meetings and ensuring support in driving channel's goals and objectives ZRM & BBM's

Sr. Management

On going

MFM, Reviews, Planning

SPSC - Leadership Council

On going

Part of Leadership Council handling project on Women friendly Org.

D. External Relationships

Below list are all the external agencies with which role holder should have relationship such as dealers/ agencies, subscribers, statutory bodies and the frequency and purpose of such relationship.

External Agency

Frequency of Interaction

Purpose

Vendor Management

As and when required

For ensuring streamlined and efficient operational & service processes to be managed thru the Vendor

Ombudsman

As & When Needed

For complaints tracking and resolution.

Income Tax Office

As & When Needed

To Coordinate for adhoc Details

Medical Center & Vendors

As & When Needed

To Coordinate for empanelment. New center registration & sorting out issues. Datamatics, CAMS Vendor are duly coordinated for New business and persistency

Property Management & Registration's

As & When Needed

To Coordinate with Landlords on Premise management & Registration need based

Lawyers & Consultants

As & When Needed

To Coordinate with Lawyers at time sorting of legal & Police Cases

IRDA

As & When Needed

To Coordinate with IRDA office & IIB office as per co requirement.