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Description
Job Description 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 cluster’s 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.) Regards, Sneha Banerjee HDFC Life-HR sneha.b71@hdfclife.com 9874153273
