Executive - Operations POS Technical - Autopay Process

Role & responsibilities

Mandate Registration refers to the transaction wherein the consumer creates a recurring mandate against consumers account for the payments which are recurring in nature; Which in our context is insurance premium payments. The role requires the incumbent to process the mandate request received for eg : e-NACH registration / SI on Bank Account; performing activities of scrutiny, image cropping data validation, MIS management and improving efficiency in the process through TAT adherence and processing accuracy

Preferred candidate profile

• Ensures thorough follow-up with team to ensure customer concerns are resolved. Resolves fairly complex or non-routine problems, questions, or complaints; direct the most complex problems, questions, or complaints to the appropriate person or team.
• Collates and analyses data based on customer pain points and coordinates with other departments to ensure effective resolution of customer concerns and queries.
• Is able to articulate emails to communicate facts, ideas, feedback,

suggestions and recommendations.

• Presents ideas articulately and in an organized manner.
• Actively participates in and contributes to discussions with confidence.
• Empathizes and supports team members in every possible way and

voices one's view on own or related area of work.

• Responds to complex queries from stakeholders promptly and keeps superiors informed about own actions and their context.
• Acts to understand and responds appropriately to the concerns of others demonstrates openness and receptivity to new information.
• Builds positive and reciprocal relationships that benefit the function.
• Applies a broad business understanding to improve the performance and processes of the group.
• Prioritizes work in alignment with business goals, acts and implements strategies and policies in accordance with the organizations strategies, objectives and goals.
• Identifies the developments in the internal and external business environment.
• Reviews own actions against the organizations strategic plans.
• Understands and works towards goals set by Supervisor.
• Measures progress against targets.
• Seeks to understand reasons for obstacles and find ways to overcome.
• Eliminates unnecessary dependency and inefficiency in work processes and procedures.
• Synchronizes and aligns efforts with others towards attaining common goals.
• Involves employees in planning, problem solving and decision-making on matters that affects the team performance.
• Manage within available resources to deliver expected performance on task assigned.
• Displays broad level understanding of various product features and IRDAI regulations on policy surrender.
• Understands how various business drivers inter-relate & impact one's area of work.
• Has fair understanding of customer portfolio based on geography, channel, product and seasonality of customer.
• Conducts basic analysis on customer data and uses this data to design response model and engagement campaigns.

Uses available technology, systems, techniques, processes and call center to preserve and retain existing customer portfolio.