Executive - Operations POS Technical - Inhouse Transactions

Role & responsibilities

This is a Transaction processing role, where Transactions refer to the Servicing Requests raised by the customers throughout the policy life cycle excluding claims for eg : Nomination change, Policy alterations like Mode change / Rider addition/Policy re-instatement, Requested Payouts. The role requires the incumbent to process the servicing requests with Accuracy, within TAT and ensure closure end to end with communication for both success /decline transactions. Adherence to Process SOP, reporting and MIS management are an integral part of Transaction management. The role requires understanding of accounting entries and hands on core systems like Life Asia / CRM systems like CRMNext etc

• To monitor all Open calls to see if they are within SLA.
• To ensure adherence to Internal and IRDAI TATs
• Knowledge of various processes of policy servicing unit
• Consistently maintain a high level of accuracy in processing large volumes of transactions, achieving 100% accuracy
• To ensure processing of transactions following SOP
• To conduct daily EOD recon and ensure NIL miss out
• To ensure response to queries or enquiries raised by call center through task related to CIT processes
• To provide resolutions to the customer grievance within committed timelines
• To ensure zero complaints
• To ensure that all MIS/reports (monthly reports, quarterly reports, Audit requirements, regulatory requirements) which are deliverables of the respective POS Unit are done on regular basis
• To ensure that all RCSA & Audit actionable are done
• To assist in preparing monthly PPT for management review
• To analyze service requests raised and identify process improvement measures or measures towards automation which would enhance overall productivity

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.