Branch Operations Manager

Group Company:

Designation:

Office Location:

Position description:

Job Purpose

To ensure smooth login of NB Cases, Resolving Discrepancies with Sales Teams, Facilitate Customer Queries and enhance Customer experience

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Key Responsibilities:

• To ensure smooth login of AOB & NB Cases, Resolving Discrepancies with Sales Teams
• To ensure FTR, Issuance TAT, Persistence, Servicing Request, Dashboard Metrics are maintained
• To ensure daily receipt reconciliation & Banking are happening
• To Manage Branch Activities as per documented branch Processes, ensure Compliance and facilitate customer servicing including claims
• To ensure Branch infrastructure facilities timely maintenance and to fix infrastructure discrepancies if any
• To engage with customer by doing SAMPARK”
• To identify, analyze, evaluate and mitigate the risk for Branch Ops Processes

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Specific Authorities (Financial & Non Financial):

• Authorised to approve conveyance / travel / Staff welfare
• Authorised to approve petty cash usage

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Key Performance Indicators:

• Apps FTR (NB, Policy Servicing, AOB) >90%
• NB Policy Issuance TAT =* as per agreed timelines = 100%
• Branch Legal Compliance ==100%

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Job Requirements

Qualifications:

Functional Competencies

•        Product & Process Knowledge
•        Regulatory Knowledge
•        MS Office Suite
•        Process Knowledge

Behavioral Competencies

• Customer Centricity
• Execution Excellence
• Collaboration
• Conflict Management Skills

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Key Interactions

Internal

Sales:

• To resolve login and issuance related issues
• To train sales staff on Documentation requirements in respective

Branch Ops HO:

• To resolve discrepencies with respect to new business, renewals, claims
• To resolve escalation issues with respect to customer servicing

Business Team (IT, Risk, UW, etc.):

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Reporting Team

• Position Reporting To:

  Area Operation Manager (700120)

• Reporting Department:

  Branch Ops-Field (700054)

Required work experience

• Industry:

  Insurance