Branch Operations Executive

Position Title

Branch Operations Executive

Department

Operations

Level/ Band

201/ 251 Executive/ Senior Executive

Role Summary: Responsible for Issuance maximization, Operations support, Back-up operations, Drive new process initiatives.

B Organizational Relationships: Efficiently coordinate between the various sub functions of the Operations Team to ensure that the efficiency of the process is the highest

Reports To

Branch Operations Incharge/Manager

Supervises

NA

C Job Dimensions

Geographic Area Covered

Branch office

Stakeholders Internal

Advisors, Agency Managers, Operations-HO, HR, Internal Auditors / Compliance Review team, All Sales Channels

External

TPA’s, Claimants, Claims Investigators, Customers, Channel Partners

D Key Result Areas

Organization processes

Key contribution

Issuance maximisation.

• Ensure new business gets Data Entered at Zone as per SLA.
• Ensure Auto – underwritable case gets issued as per SLA.
• Monitor pending management, resolve collection in co-ordination with Sales.
• Prepare and share MIS on pending and issuance with Sales, Channel, Zone and HO.
• To maintain high issuance target.

Operations support.

• Co-ordinate with Scanning hub for timely scanning of branch new business.
• Manage pending scanning and resolution between Sales, Scanning hub and HO U & I.
• Ensure undelivered document management as per process.
• Manage BREs, POS requests, reopening process, uncollected TRs as per process.
• Manage freelook change and cancellation process.
• Monitor branch for undelivered documents / refund cheques and monitor HNI cases and CRM related activities.
• Answer non-routine queries which are not resolved by the front desk.
• Review DCs under TPA tie-up for quality feedback.
• BPQA Audit
• Project test

Back-up operations

• To get acquainted with CSO, DOPS and Cashiering process so to manage back-up of these functions when reqd..
• To work as back-up of BOI/BOM during absence.
• To get acquainted on administration, facilities, IT and vendor management issues.

Drive new process initiatives

• Undertake process improvements like new business submission, Branch Ops processing, financial transactions, and faster

MIS & Reporting

• Coordinate with Branch and HO for MIS for new business.
• Prepare and analyse various daily reports and forward to the Operations and channel partners
• Undertake feedback and follow-up review for new business.

Ensure adherence to BOE SOP

• Ensure adherence to BOE SOP
• Conduct training for BA and advisors to increase issuance and pending resolution.

Risk

• Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changes

E Skills Required

Technical

Behavioral

Essential

Desired

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

F Incumbent Characteristics

Essential

Desired

Qualification

Graduate

Experience

2-3 years