Branch Ops - Branch Ops Executive (BOE) - L6-Assistant Vice President

JobPurpose:Continuous Improvement of Customer Service at Branches andAiming for High Customer Delight, Business Processing at Branches with highFTR, driving change management (w.r.t. processes and strategies), adherence toAudit and Compliance, attaining and maintaining high NPS Score for the functionand revenue generation through S2S. Recruitment, training and development ofthe staff to meet the above mentioned objectives. Content

JobContent Torecruit, train, lead, manage and motivate a team of operations executives atthe branches ensuring adherence to audit, Compliance & Risk management inline with established internal policies and external regulations. To ensurecommitted service delivery to internal as well as external customers and createcustomer delight.ToSupport attaining industry leadership by running the most efficient operatingmodel with cross functional coordination and achieve economies of scale forregional operationsTo driveregional competition in terms of TAT, retention, persistency, quality anddeliver on regional service indicators and also benchmark levels acrosscompetition.ToIdentify training needs and ensure that all the members get refresher trainingsas per department norms & ensure adequate staffing, deployment andutilization of resources at each BranchesTo manageexception and escalation handling & Relationship management within thedepartment and with cross functional teams2. Accountability

AccountabilityAccountablefor quality Service Delivery at Branches to both Internal & ExternalCustomers as per company guidelines.Accountableto maintain quality and delivery standards for all branch Operations andrelated processes including service delivery & administration, InitialUnderwriting, Agency Servicing & Operations, Claims, Complaint tracking andtimely resolution, Persistency, Audit & Compliance, risk management.Recruiting,managing and motivating a team of Branch Operation Executives and Managers andfield functionaries for better output.Managing& driving an initiative for Process standardization, process Compliance,Audit and risk management for the region.

Impact ofRoleShouldEnsure Cross functional coordination and support by convening Sales meetingsand ensuring support in driving respective channels goals as per overallorganizations objectives.Ensurestandard for quality Service delivery to internal as well as external customersis maintained and improved. To Driveregional competition in terms of TAT, retention, persistency, business healthand quality and ensure control on regional service indicators like claim ratio,No of complaints, resolution TAT and severity, etc.ShouldMaintain business health through process standardization, process Compliance,Audit and risk management for the region as per established internal policiesand external regulationsToAchieve cost effective operational structure by managing adequate staffing,deployment and utilization of resources at each branches.s to be used to manageteam members

Processingto be used to manage team members
Goalsetting and downloading KRAs at the start of the tenureSettingmilestones and tracking through weekly calls. Regional contests are also to berolled out to ensure drive.Weekly SrBOE review meet to be conducted to ensure KRA milestones are timely monitoredand reviewed.Structuredinduction program to be done for all new joinees. Checklist to be prepared toensure and assess job knowledge of new joinees before handling over workShouldhave Special focus on team training and development, step down meetings,two-way feedback, job rotation, exit interviews and succession planning.Specialinitiatives to be taken from time to time to evaluate trends to improve processefficiency and effectiveness and encourages utilization of best practices todevelop solutions and respond to customer needs.CultivateCulture for Creative and innovative thinking and several employee engagementinitiatives are taken to enhance the level of belongingness. Performancefeedback to be shared on quarterly basis to ensure appraisals are transparent.Key Performance IndicatorsPrincipal accountabilities of the proposed Role afterpromotion are:Persistencyfor the Region Serviceto sales / Cross sellDrivingInstant Service through CRM Implementation and Instant Conversion through EPIC.SurrenderRetention, preventing CFI, Foreclosure revival End toEnd TAT and Conversion ratioBusinesshealth and qualityTeamdevelopment and controlling attritionECS Drive& Stale ClosuresBranch Audit& Inspection, Risk management Exceptionand Escalation handling Qualityservicing to internal as well as external customersCrossfunctional coordination and distribution supportComplainthandling and resolutionQualityimprovement & Service focusTeam& resource managementNetPromoter Score (NPS)DriveSpecial Projects assigned by Leadership Council