Manager - Axis
Max Life Insurance
- Kolkata, West Bengal
- Permanent
- Full-time
90% M0 issuance and 94% M2 IssuanceØ 100% Customer Service and complaint resolution within TATØ Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%Ø Customer retention and reduction in leakage (less than 6 % pre and post)Ø Ops process awareness and trainings in Bank and Distribution team on ops processes and policiesØ Meet the renewal / persistency targetsØ Meet the Surrender retention targetsØ Audit ratings of 2 or above in all internal auditsDesired qualifications and experience:· A Graduate/MBA· Experience of 3-5 years plus in operations or customer services in a financial services industry.Knowledge and skills required:· Good communication skills· Customer centric approach· Process documentation and systems approach· Previous experience preferably in relationship management and cross functional engagement· Computer skills in using databases and office management software including spreadsheets/presentation skills.Job Title : Hub Manager - OperationsPositionManager-Operations (AXIS)No. Of Positions1DepartmentOperationsFunctionOperations - AXISReporting toChief Manager/AVP - Axis OperationsBand4LocationKolkata Zonal OfficeLast date of submissionKey Responsibilities:1) DRIVING OPERATIONAL EFFICIENCIESü Weekly/Fort-nighly Governance calls/Meetingsü Monthly FWG with Bank and Distributionü Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/clusterü MOM drive and ATR resolution2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster)ü Weekly/Fort-nighly Governance calls/Meetingsü Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster and Branchesü MOM drive and ATR resolution3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head4) TRAINING : Train and educate bank staff on the various ops process and new initiatives and address FAQsMeasure of Success:Ø
90% M0 issuance and 94% M2 IssuanceØ 100% Customer Service and complaint resolution within TATØ Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%Ø Customer retention and reduction in leakage (less than 6 % pre and post)Ø Ops process awareness and trainings in Bank and Distribution team on ops processes and policiesØ Meet the renewal / persistency targetsØ Meet the Surrender retention targetsØ Audit ratings of 2 or above in all internal auditsDesired qualifications and experience:· A Graduate/MBA· Experience of 3-5 years plus in operations or customer services in a financial services industry.Knowledge and skills required:· Good communication skills· Customer centric approach· Process documentation and systems approach· Previous experience preferably in relationship management and cross functional engagement· Computer skills in using databases and office management software including spreadsheets/presentation skills.