TM-Mgr-Rev Ass Ps & Ops-Thane

Job Purpose

To offer advisory to defined customer segment and channel based on products & market outlook and provide key insights based on analytics to form retention strategy

Job Context & Major Challenges

Job Context: The purpose of the role is to effectively manage pre issuance verification (PIVC) process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement and also includes carrying out reviews and checks on quality of business as may be required from time to time.

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.
• 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 Retain surrendering customers through effective VOC 1. Identify root causes for surrender and provide insights to various stakeholders.

KRA2 Retain surrendering customers through effective VOC and providing the right enablers to various touch points, Manage customer retention tool to empower front end teams to offer appropriate solution and advice to the customer. 2. To drive the design of retention tools along with cross functional teams to address information gap of front end teams and empower them to make effective retention effort and offer sound advice to the customer.

• Tool to be based on various factors including customer profile, product features, Fund performance, return on investment, market outlook
  
  

KRA3 To drive & manage retention desk to enhance retention. 1. Set retention targets for team, aligned to overall organizational targets.

• Develop campaign execution strategy.
• Define controls and MIS requirements for the team
  
  

KRA4 Enable Automation to ensure seamlessness in operations. 1. Propose & enable automation of reports with the help of IT function.

• Introduce advance analytical tools and practices to enhance ability to forecast and improve the quality & speed of analysis.
  
  

KRA5 Create Business Cases and Management Summaries explaining business impact 1. Create Business Cases on reasons for surrender on Issues identified along with summary of recommendations to be made in order to increase retention.