TM-AM-CO Policy Ser-Thane

Job Purpose Process service requests received from policyholders within stipulated standards for turnaround times and accuracy and adherence to Standard Operating Procedures. Deliver expected productivity norms and improvement in efficiency. Follow standard norms for communication with respect to customers, Branches and advisors.

Job Context & Major Challenges Job Context: Process service requests received from policyholders within stipulated standards for turnaround times and accuracy and adherence to Standard Operating Procedures. Deliver expected productivity norms and improvement in efficiency. Follow standard norms for communication with respect to customers, Branches and advisors. Job Challenges:

• Adapting to change in processes and systems arising out of regulatory, product and service changes.
• Putting in extended hours during spike in volumes
• Being alert to probability of errors in manual controls

Key Result Areas KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters) KRA1 Adhere to KPIs viz. TAT, Accuracy and Productivity in processing of policy servicing requests and premium accounting resulting in customer satisfaction by timely and accurate processing of their service requests. 1. Process service requests as per laid down Standard Operating Procedures.

• Adhere to stipulated standards for turnaround times, accuracy and productivity are maintained and improved on.
• Send timely and accurate communication is sent to customers using standard and approved templates.
• Comply with risk control measures like signature verification, control checks are adhered strictly and deviations are reported to the Team Leader.
• Promptly report any systems or process issues which hinder processing of service requests from customers. KRA2 Communicating requirements to customers, advisors and Branches 1. In case of incomplete requirements received with service requests or requests not complying with business rules, communicate requirements promptly and accurately to customers. KRA3 For outsourced activities, monitor daily activities ceded to vendors 2. Prepare prescribed MIS necessary for monitoring SLA adherence by vendors.
• Provide inputs to vendors to enable them carry out activities ceded to them.
• Receive outputs, MIS, dashboard from vendors – check and put up to Team Leader for review. KRA4 Assist in operational MIS & analytics 1. Prepare MIS related required for daily operations accurately.
• Maintain all data points required for MIS and analytics regularly.