Job Description:A Position OverviewPosition TitleExecutive - Policy Owner Servicing – CIT ProcessDepartmentPolicy Owner ServicingLevel/ BandExecutiveRole Summary:B Organizational RelationshipsReports toAsst Manager / Manager - POSSupervises-C Job DimensionsGeographic Area CoveredNationalStakeholders InternalOther Ops and F&AExternalVendors in case of specific projectsD Key Result AreasOpen Calls Monitoring & Adherence to TATo To monitor all Open calls to see if they are within SLA.o To ensure adherence to Internal and IRDAI TATso Knowledge of various processes of policy servicing unitQuality & Controlso Consistently maintain a high level of accuracy in processing large volumes of transactions, achieving 100% accuracyo To ensure processing of transactions following SOPo To conduct daily EOD recon and ensure NIL miss outBranch queries/Task Managemento To ensure response to queries or enquiries raised by call center through task related to CIT processesComplaints Managemento To provide resolutions to the customer grievance within committed timelineso To ensure zero complaintsMIS & Audito To ensure that all MIS/reports (monthly reports, quarterly reports, Audit requirements, regulatory requirements) which are deliverables of the respective POS Unit are done on regular basiso To ensure that all RCSA & Audit actionable are doneo To assist in preparing monthly PPT for management reviewAnalysiso To analyze service requests raised and identify process improvement measures or measures towards automation which would enhance overall productivityE Competencies (Please copy paste from Competency Dictionary)Competency ForProficiency ScaleProficiency Scale DescriptionCustomer and Consumer FocusCustomer and Consumer Focusare about adding value to allcustomers, internal and external,through thought, action andbehaviour. Adding value impliesunderstanding the customerneeds vis a vis the market, andbeing committed in deliveringsolutions that delight thecustomer and consumer andenhance the relationship withoutcompromising on companySOP's and values. SOP's and values.2· Ensures thorough follow-up with team to ensure customer concerns are resolved. Resolves fairly complex or non-routine problems, questions, or complaints; direct the most complex problems, questions, or complaints to the appropriate person or team.· Collates and analyses data based on customer pain points and coordinates with other departments to ensure effective resolution of customer concerns and queries.Building and ManagingRelationshipsCollaborate and communicateeffectively with internal customerservice teams, vendors andconsumer's to gain input forimproving current systems andprocesses, thereby impactingcustomer service experience. Also,empower team and people byrecognizing and rewarding efforts.2· Is able to articulate emails to communicate facts, ideas, feedback,suggestions and recommendations.· Presents ideas articulately and in an organized manner.· Actively participates in and contributes to discussions with confidence.· Empathizes and supports team members in every possible way andvoices one's view on own or related area of work.· Responds to complex queries from stakeholders promptly and keeps superiors informed about own actions and their context.· Acts to understand and responds appropriately to the concerns of others demonstrates openness and receptivity to new information.· Builds positive and reciprocal relationships that benefit the function.Strategic OrientationStrategic Orientation is the abilityto align routine deliverables withlong term organizational vision. Itimplies the ability to thinkconceptually and to “see the bigpicture”. It includes anunderstanding of capabilities,nature and potential of thedepartment and the Organization.It involves taking calculated risksbased on an awareness ofproduct, procedures, regulationand industry trends and how itimpacts the strategic direction ofthe department and theOrganization.2· Applies a broad business understanding to improve the performance and processes of the group.· Prioritizes work in alignment with business goals, acts and implements strategies and policies in accordance with the organization’s strategies, objectives and goals.· Identifies the developments in the internal and external business environment.· Reviews own actions against the organization’s strategic plans.Achievement OrientationPositions the organization forsuccess by necessarydetermination and tenacity tocomplete high quality work,raising performance levels byestablishing challenging yetachievable performance goals,aligning systems and processesto deliver on organizationsrevenue goals, and implementingmore efficient customer centricpractices. It involves managingand allocating financial andpeople resources to executeoperational and business plansand leverage revenue targets.2· Understands and works towards goals set by Supervisor.· Measures progress against targets.· Seeks to understand reasons for obstacles and find ways to overcome.· Eliminates unnecessary dependency and inefficiency in work processes and procedures.· Synchronizes and aligns efforts with others towards attaining common goals.· Involves employees in planning, problem solving and decision-making on matters that affects the team performance.· Manage within available resources to deliver expected performance on task assigned.Functional and Technical Ability.Ability to leverage on knowledgeof product, processes and policylife cycle, SQL, six sigma andproject management to retainand conserve customerportfolio. Also able to utilize dataanalytics, customer follow upanalysis with a view to impactrevenue target for Tata AIA Lifein a cost effective way.2· Displays broad level understanding of various product features and IRDAI regulations on policy surrender.· Understands how various business drivers inter-relate & impact one's area of work.· Has fair understanding of customer portfolio based on geography, channel, product and seasonality of customer.· Conducts basic analysis on customer data and uses this data to design response model and engagement campaigns.· Uses available technology, systems, techniques, processes and call center to preserve and retain existing customer portfolio.G Skills RequiredType of SkillsEssentialDesiredTechnical SkillsDatabase managementYesData InterpretationYesData Base Control Through MS ExcelYesBehavioral SkillsInterpersonalYesCommunicationYesCreative thinkingYesSupervising/LeadershipTeamworkYesInfluencingRelationship BuildingYesDecision makingYesH Incumbent CharacteristicsEssentialDesiredQualificationGraduatePost GraduateExperience1. Experience in MIS roles.2. Data base management through XLs3. Relevant Industry experience i.e. Policy servicing experience from Insurance Industry4. 2 to 3 years overall working experience1. Proficiency in Accounting entries2. Banking / Insurance backgroundAbout Company:Tata AIA Life Insurance Company Limited (Tata AIA Life) is a joint venture company, formed by Tata Sons Pvt. Ltd. and AIA Group Ltd. (AIA). Tata AIA Life combines Tata’s pre-eminent leadership position in India and AIA’s presence as the largest, independent listed pan-Asian life insurance group in the world spanning 18 markets in the Asia Pacific region. Tata AIA Life has written retail new business weighted premium of Rs. 2,692 crore for the financial year 2019-20. For the same period, the 13th month persistency of the company was at 89.10% and, the individual death claims settlement ratio was 99.06%. One of the fastest growing companies in the Life Insurance sector, Tata AIA Life is now ranked at no. 5, based on individual weighted new business premium.
