Team Member - Embedded Wellness

Aditya Birla Group · Mumbai · onsite · Posted 56d ago

Not disclosedFresherfulltimeSourced from Foundit

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About this role

Job Description

Basic Details:Fill the required information about business, unit, location, position, reports to position and date of updation of JD

Business	Financial Services
Unit	Aditya Birla Health Insurance Company Ltd
Location	MBC, Thane
Poornata Position Number of the job		Reports to: Poornata Position Number
Poornata Position Title of the job	AM/DM- Wellness Ops Partner Relationship	Reports to: Poornata Position Title	Team Lead - Embedded Wellness
Function	Service Operations	Reports to: Function	Service Operations
Department	Operations	Reports to: Department	Wellness Operations
Designation of the Employee	Assistant Manager	Designation of the Manager	Senior Manager
Date of writing/updation of JD	May 2020

1) Job Purpose:Write the purpose for which the job exists (in 2-3 lines)

The purpose of the job is to maintain relationship with all the Lifestyle and Wellness partners for Multiply product. This includes resolving all customer request related to the partners and financial reconciliation of the transactions.

2) Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.
Other Quantitative and Important Parameters for the job: Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter	Partners managed: Wellness & Wallet - 3 Lifestyle - 9 Fitness centres - 600+ Complete the reconciliation of all the partners by 5^th of next month Resolve all customer queries where coordination with the Partners are required in T+1 day

3) Job Context & Major Challenges:Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

Aditya Birla Health Insurance Co. Limited (ABHICL) was incorporated in 2015 as a 51:49 joint venture between Aditya Birla Capital Limited (ABCL) and MMI Strategic Investments (Pty) Ltd. ABHICL commenced its operations in October 2016.

ABHICL has entered the competitive health insurance market with an aim to expand the category to wider customer segments, beyond the ones that health insurance companies traditionally have marketed to. As the 6th entrant in a category with well-established players, ABHICL is creating differentiation and equity for itself though the unique business proposition of Health Insurance for All, a one of a kind proposition in India at the moment. This is a philosophy that is being built through every single consumer touch point and into every single backend process of the company to ensure a customer's experience of our proposition is continuous and seamless.

ABHI's unique offering to market includes proposition includes -

A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
ABHICL's vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.

Key Challenges for the role -

Financial arrangement with all the partners is different. The reconciliation process is also different which needs to be completed by the 5^th of next month
Identify suspicious transactions in the partner environment to flag it, in order to control losses
Manage customer queries / requests / complaints. Identify if it needs to be resolved internally or via the Partner. Accordingly coordinate internally or with the Partner to get the issue resolved
Interact with customers for their grievances related to any partner
Manage the vendors to ensure adherence of TAT and quality standards
Process error-free manual transactions in absence of integrated systems
Coordinate with various departments like Technology, Finance, Contact center to ensure accurate and timely processing of transactions

4) Key Result Areas:Writethe key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)
Key Result Areas	Supporting Actions
Servicing	Manage the rewards and benefits of customer, resolve any discrepancies for financial transactions Seamlessly process the manual transactions for recording customer benefits under the product Ensure 99% accuracy in processing of all transactions related to Cashbacks Ensure sufficient quantity of discount vouchers stock is available in the Voucher Management system Coordinate with wellness partners to provide best-in-class service to customers Identify opportunity for improvement basis customer's feedback
Reconciliation	Wellness Partners - Reconcile benefits given by wellness partners basis the product rules Wallet - Reconcile financial transactions with the wallet partner to ensure the earn and burn of Multiply points tally with our core system Cashback Partners - Ensure reconciliation of customer's benefit usage with partner's data and coordinate with Finance team for raising invoice for payment Discount Partners - Reconciliation of partner invoice with customer usage data. Coordinate with Finance team to release payout to Partner
Reports and MIS	Conceptualization of new MIS design and delivery Publish Dashboards with analysis and insight: Accrual report to Finance Payable to Fitness centers Monthly Deck of the Partner transactions with error % Capitation pay-out for Gyms Whitelisting of our customers in Samsung environment Voucher Management and stock report Gym outlier report Weekly analysis of Queries / Request / Complaints raised by customers for Partners
Process Improvement	Review the processes on a timely basis Work towards digitization and automation at each stage Identify opportunity for improvement basis partner's feedback
Governance	Review usage by customers on a weekly basis. Identify suspicious transactions in the partner environment to flag it, in order to control losses Leakage management and Governance around payment, customer benefit utilization Manage Internal & external process Audits
Customer Experience	Ensure customers have a seamless experience to utilize any Partner on the Multiply App Perform UAT before Go Live of any new system enhancement related to Partners

5) Job Purpose of Direct Reports:Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

Exec / Sr Exec - Policy Servicing:
- Handle all customer queries / requests / complaints within the turnaround time
- Resolve all technology related issues identified from customer feedback
- End to end processing of benefits under the product

Exec / Sr Exec - Reconciliation:
- Manage all reconciliations with partners with zero errors and within the specified timelines
- Reconcile customer benefits with Partner files

6) Relationships:Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives
Relationship Type	Frequency	Nature
Internal
Wellness Core IT MIS	Daily Weekly Weekly	For resolving Integration related challenges with all Partners leading to customer queries. For closing the gaps hampering business processing For reports required for Reconciliations
External
Partners - Lifestyle, Wellness, Wallet	Weekly and Need based	To discuss the challenges faced in servicing customers. To understand the needs and provide optimal business solutions for all Rewards and Product Benefits under Multiply.

7) Organizational Relationships:Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

SIGN-OFF:Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.
	Job Holder	Reports to - Manager
Name
Signature(needed for the hard copy)

Sourced from foundit

Skills

Health & Wellness

About Aditya Birla Group

Aditya Birla Group

Metals & Mining

227.5k+

employees

1857

169 years old

Mumbai, Maharashtra

India

About

Aditya Birla Group is a Fortune 500 global conglomerate. The company's businesses have grown into global powerhouses in a wide range of sectors metals, textiles, carbon black, telecom and cement.

Industries

Metals & MiningFinancial ServicesBuilding MaterialRetailTelecomChemicals

Employee ratings

2,383 reviews

4.1/ 5

Culture

3.9

Career growth

3.5

Work-life

4.0

Employees rate it well for

Work Culture191Salary167Senior Management152Work Life Balance146Job Security123

Find them on

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3) Job Context & Major Challenges:Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

ABHI's unique offering to market includes proposition includes -

A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
ABHICL's vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.

Key Challenges for the role -

Financial arrangement with all the partners is different. The reconciliation process is also different which needs to be completed by the 5^th of next month
Identify suspicious transactions in the partner environment to flag it, in order to control losses
Manage customer queries / requests / complaints. Identify if it needs to be resolved internally or via the Partner. Accordingly coordinate internally or with the Partner to get the issue resolved
Interact with customers for their grievances related to any partner
Manage the vendors to ensure adherence of TAT and quality standards
Process error-free manual transactions in absence of integrated systems
Coordinate with various departments like Technology, Finance, Contact center to ensure accurate and timely processing of transactions

4) Key Result Areas:Writethe key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

Key Result Areas

Supporting Actions

Servicing

Manage the rewards and benefits of customer, resolve any discrepancies for financial transactions
Seamlessly process the manual transactions for recording customer benefits under the product
Ensure 99% accuracy in processing of all transactions related to Cashbacks
Ensure sufficient quantity of discount vouchers stock is available in the Voucher Management system
Coordinate with wellness partners to provide best-in-class service to customers
Identify opportunity for improvement basis customer's feedback

Reconciliation

Wellness Partners - Reconcile benefits given by wellness partners basis the product rules
Wallet - Reconcile financial transactions with the wallet partner to ensure the earn and burn of Multiply points tally with our core system
Cashback Partners - Ensure reconciliation of customer's benefit usage with partner's data and coordinate with Finance team for raising invoice for payment
Discount Partners - Reconciliation of partner invoice with customer usage data. Coordinate with Finance team to release payout to Partner

Reports and MIS

Conceptualization of new MIS design and delivery
Publish Dashboards with analysis and insight:
1. Accrual report to Finance
2. Payable to Fitness centers
3. Monthly Deck of the Partner transactions with error %
4. Capitation pay-out for Gyms
5. Whitelisting of our customers in Samsung environment
6. Voucher Management and stock report
7. Gym outlier report
8. Weekly analysis of Queries / Request / Complaints raised by customers for Partners

Process Improvement

Review the processes on a timely basis
Work towards digitization and automation at each stage
Identify opportunity for improvement basis partner's feedback

Governance

Review usage by customers on a weekly basis.

Identify suspicious transactions in the partner environment to flag it, in order to control losses

Leakage management and Governance around payment, customer benefit utilization
Manage Internal & external process Audits

Customer Experience

Ensure customers have a seamless experience to utilize any Partner on the Multiply App
Perform UAT before Go Live of any new system enhancement related to Partners

6) Relationships:Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type

Frequency

Nature

Internal

Wellness Core

MIS

Daily

Weekly

For resolving Integration related challenges with all Partners leading to customer queries.

For closing the gaps hampering business processing

For reports required for Reconciliations

External

Partners - Lifestyle, Wellness, Wallet

Weekly and Need based

To discuss the challenges faced in servicing customers. To understand the needs and provide optimal business solutions for all Rewards and Product Benefits under Multiply.

Team Member - Embedded Wellness

Job Description

Basic Details:Fill the required information about business, unit, location, position, reports to position and date of updation of JD

1) Job Purpose:Write the purpose for which the job exists (in 2-3 lines)

3) Job Context & Major Challenges:Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

4) Key Result Areas:Writethe key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

5) Job Purpose of Direct Reports:Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

6) Relationships:Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type

Frequency

Nature

7) Organizational Relationships:Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

SIGN-OFF:Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.

Aditya Birla Group

Team Member - Embedded Wellness

Job Description

Basic Details:Fill the required information about business, unit, location, position, reports to position and date of updation of JD

1) Job Purpose:Write the purpose for which the job exists (in 2-3 lines)

3) Job Context & Major Challenges:Write the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section

4) Key Result Areas:Writethe key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

5) Job Purpose of Direct Reports:Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

6) Relationships:Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Relationship Type

Frequency

Nature

7) Organizational Relationships:Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

SIGN-OFF:Provide the name of the Manager and the jobholder. Signature needed for the hard copy of the JD. Hard copy to be maintained in the organizational record.

Aditya Birla Group