TL-AVP-Head - Persistency-RA-Thane

Job Purpose

The purpose of the role is to effectively implement, track & analyze new business logging and pre issuance verification process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement

Job Context & Major Challenges

Job Context: The purpose of the role is to effectively implement, track & analyze new business logging and pre issuance verification process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement

Job Challenges:

• Ensuring the process remains airtight in the wake of false contactability and to be able to identify genuine clients through the calling process
• Ensure limited impact on issuance TAT as PIVC could delay policy issuance if volumes are not effectively managed also affecting sales performance in month end volumes are not processed on time.
• Ensuring language skill set availability at vendor to ensure business is not lost due to wrong PIVC.
  
  

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)

KRA1 Monitor quality of business post login through identified mechanisms. 1. Proactively monitor quality of business logged is of expected standards through back office.

• Agree framework with compliance and internal audit on regular checks to be performed on new business and persistency trends. This could be through desk top reviews, customer visits, out-calling, physical verifications etc
• Audit and review ie closely monitor new business logins.
  
  

KRA2 Implement PIVC and create effective framework to track PIVC 1. Perform pre-login verification on new business logins for both DSF and TPD

• Implement predictive modelling for such verifications based on trends and industry practices
• Agree such pre-login verifications with sales and other stakeholders such as underwriting.
• Provide regular scorecards and dashboards on insights / results of such verifications
• Ensure close looping of all such verification outcomes
• Ensure strict action is taken against those touchpoints which show disturbing trends in terms of disputes
  
  

KRA3 Influence stakeholders towards improvement of PIVC throughput by way of structured analysis 1. Gain mindshare towards focus areas through effective interactions with the stakeholders

• Analyse and Arrive at Recommend solutions/process changes after discussion with stakeholders
• Facilitate effective implementation of the recommendations and review progress periodically
  
  

KRA4 Carry out System Development and Maintenance for preparation, storage, retrieval and dissemination of PIVC related data 1. Develop systems for storage and easy retrieval of PIVC data

• Develop systems for ease in access of updated PIVC data to the sales team members
• Develop systems for ease in preparation of periodic scorecards, dashboards and thereby improving accuracy and speed of dissemination with lean band-with
• Automate regular MIS/Dashboards wherever possible to optimize lean band-with
  
  

KRA5 PIVC Team Development & Process Management 1. Continually seek and capitalize upon opportunities for process improvements (zones and call centre) and implement changes smoothly in consultation with stake holders

• Ensure focus on utilizing the available resources to achieve team goals
• Ensure maintenance of process documentation and periodic review of the same for compliance.
• Maintain process adaptability to changes and facilitates smooth changes.
• Assesses training needs and select training tools for team members
• Enhance best practise sharing among zonal team members though effective team interactions and thereby foster culture of creative and innovative thinking in the team
• Also monitor maintenance of a central repository of such learning's and best practises for better reference and dissemination
  
  

KRA6 Effective Liaison with stakeholders for seamless closure of disputes. 1. Carry out necessary vendor visits/reviews for ensuring adherence to PIVC processes.

• Identify and leverages inter functional synergies and best practises, to achieve team goals
  
  

KRA7 Implement call listening activities required under distance marketing and those under persistency framework 1. Execute call listening under distance marketing guidelines along in discussion with compliance

• Execute call listening for presales process esp under the tele sales model.