Branch Operations - Deputy Manager

About HDFC Life: HDFC Life, one of Indias leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

Purpose of the Job: To maintain TAT and Quality for all operations processes and work towards improvement in the existing processes, Achieve business targets of the cluster on Persistency, Lead Generation and Business Retention, Audit & Compliance.

Duties & Responsibilities:

• Adherence to all laid out process rules and laid down controls.

• Achieve desired quality sigma levels in processing at all stages & activities of New Business and Policy servicing at the reporting branches.

• Reconciliation of records at branch.

• To exercise daily controls over all critical activities being conducted at reporting branches.

• Ensure proper cascade & implementation of all initiatives & new processes aimed at betterment of branch operations processes & overall business at reporting branches.

• Develop product, process and system knowledge.

• Committed TATs are met consistently

• Development of customer sensitivity among team members by regular monitoring, feedback, inputs & training mechanism.

• Manage & maintain cordial relationships with external and internal sales staff

• Develop & train internal customers on process requirements / compliance to provide faster & smoother service levels.

• Ensuring proper complaints management by team and taking steps towards making it more effective to the satisfaction of the customer & Company.

• Taking customer service initiatives at reporting branches in order to improve the quarterly CSAT scores • Overall personality development including attitude, grooming, communication skills, leadership qualities, interpersonal relationships and sensitivity towards customers

• Ensuring Quality & TAT of New Business activities done by the team viz. Scrutiny, Client ID creation, receipting, reconciliation, FR communication, medical allocation.

• To monitor and maintain the quality and TAT for end-to-end Agency application processing towards license generation

• Necessary follow ups with Hub, Underwriting for policy issuance in escalation cases.

• Ensuring the Sigma Quality and TAT of all Policy servicing transactions at the branches

• Regulatory compliances for all Policy Servicing communication to clients

• Regulatory compliances and smooth processing of Claims handling at branches

• Close coordination with Sales and Grievance department for reduction & resolution of complaint cases

• Proper cascade & Implementation of all Policy Servicing processes to all concerned

• Achieve business targets on Persistency on month-on-month basis

• Ensuring the mechanism for revival calling is being followed by the branches

• Analysis and regular inputs to team on the persistency data towards improving the efforts and productivity

• Ensuring system up-date by team on all the efforts made and results achieved.

• Take initiatives at the branch level to drive and enhance the contact ability of clients

• Take initiatives towards improvised ways of premium collection and automated ways of payments.

• Efforts towards building behavioral, interpersonal skill set and knowledge levels of the team to drive persistency and enhance productivity.

• Work closely with other functions and channel partners in order to maximize the efforts and results on persistency

• Achieve clusters New Business lead generation targets through existing customers as laid out in the process

• Ensuring sound practices and adherence to lead generation process are followed by team

• Take initiatives related to revenue generation through cost reduction, productivity enhancement and process improvements.

• Achieve business retention targets on aversion of look-ins, withdrawals, surrenders, premium reduction

• Work closely with Sales & channel partners on these areas to minimize such cases

• Take initiatives to create awareness and help reduce all these negative cases.

• Build knowledge and skill levels of team members to avert these cases

Knowledge, Skills & Abilities:

• Academic Qualification: Graduate/Post Graduate

• Work Experience: 5 years experience in Operations, Customer Service, Backend Operations preferably from Insurance or Banking sector.

Required Skills:

• Good Communication skills

• Team leading experience

• MS Office (Excel, PowerPoint and etc. )