Operations Manager - Account Processing Unit
- Chennai, Tamil Nadu
- Permanent
- Full-time
Provide strategic direction and manage day-to-day operations for liability products 1. Ensure 100% SLA adherance across all units
2. Drive 3 cross functional projects aimed at improving operational processed and reducing cycle time.
3. Strengthen governance frameworks for regulatory reporting and claims processing.
4. Lead operational strategy to handle peak volumes and ensure consistency in service Delivery
Customer Service & Stake holder Management:
Ensure high standards of service delivery and complaint resolution.
1. Maintain >95% satisfaction in internal stakeholders feeback related to regulatory reporting, claims, and payments
2. Reduce customer complaints related to document verification and claims processing by 20%.
3. Build stronger relationships with external stakeholders
Compliance & Risk Management:
Maintain 100% compliance with regulatory and internal policies 1. Ensure 100% compliance with regulatory reporting deadlines
2. Mitigation of operational risks by eliminating any major audit discrepencies.
3.Ensure that all staff in operations are fully aligned to the highest level of compliance and quality culture and ensure that the first line of defence is put in place
Process Excellence & Automation:
Drive continuous improvement in process efficiency and accuracy. 1. Initiate 5 automation projetcs related to processed handled at CPC
2. Achieve a 20% reduction in processing time in CASA,TAB and Death Claim Settlement processing. .
2. Priority Service request Processing for Elite Accounts - 2 hours Turnaround Time from the time of receipt at CPC - ETA - Sep 2025.Team Management & Capability Building:
Lead, train and develop a high-performing operations team 1. Conduct 5 training sessions to upskill teams in compliacne, operational efficiency and regulatory reporting
2. Foster a high performance culture by leading regular feedback loops and rewards and recognition programs.
3. Improve cross functional collaboration within the mumbai cpc unit ensure Account opening team knows atleast 2 processes
Training and HR initiatives 1. Ensure 100% training modules and classroom trainings are completed for self and Account opening team
2. Regular team engagement and feedback to be provided to team members