o 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 o To ensure that all RCSA & Audit actionable are done o To assist in preparing monthly PPT for management review Analysis
o To analyze service requests raised and identify process improvement measures or measures towards automation which would enhance overall productivity
ECompetencies (Please copy paste from Competency Dictionary)
Competency For
Proficiency Scale
Proficiency Scale Description
Customer and Consumer Focus Customer and Consumer Focus are about adding value to all customers, internal and external, through thought, action and behaviour. Adding value implies understanding the customer needs vis a vis the market, and being committed in delivering solutions that delight the customer and consumer and
enhance the relationship without
compromising on company SOPs and values. SOPs and values.
2
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.
Building and Managing
Relationships
Collaborate and communicate effectively with internal customer service teams, vendors and consumers to gain input for improving current systems and processes, thereby impacting customer service experience. Also, empower team and people by recognizing and rewarding efforts.
2
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 ones 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.
Strategic Orientation
Strategic Orientation is the ability to align routine deliverables with long term organizational vision. It implies the ability to think conceptually and to see the big picture . It includes an
understanding of capabilities,
nature and potential of the
department and the Organization. It involves taking calculated risks based on an awareness of product, procedures, regulation and industry trends and how it impacts the strategic direction of the department and the Organization. 2
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 organization s strategies, objectives and goals. Identifies the developments in the internal and external business environment. Reviews own actions against the organization s strategic plans.
Achievement Orientation
Positions the organization for success by necessary determination and tenacity to complete high quality work,
raising performance levels by
establishing challenging yet achievable performance goals, aligning systems and processes to deliver on organizations revenue goals, and implementing more efficient customer centric practices. It involves managing and allocating financial and people resources to execute operational and business plans and leverage revenue targets .
2
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.
Functional and Technical Ability.
Ability to leverage on knowledge of product, processes and policy life cycle, SQL, six sigma and project management to retain and conserve customer portfolio. Also able to utilize data analytics, customer follow up analysis with a view to impact revenue target for Tata AIA Life
in a cost effective way.
2
Displays broad level understanding of various product features and IRDAI regulations on policy surrender. Understands how various business drivers inter-relate & impact ones 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.
GSkills Required
Type of Skills
Essential
Desired
Technical Skills
Database management
Yes
Data Interpretation
Yes
Data Base Control Through MS Excel
Yes
Behavioral Skills
Interpersonal
Yes
Communication
Yes
Creative thinking
Yes
Supervising/Leadership
Teamwork
Yes
Influencing
Relationship Building
Yes
Decision making
Yes
HIncumbent Characteristics
Essential
Desired
Qualification
Graduate
Post Graduate
Experience
1. Experience in MIS roles. 2. Data base management through XLs
3. Relevant Industry experience i. e. Policy servicing experience from Insurance Industry 4. 2 to 3 years overall working experience 1. Proficiency in Accounting entries 2. Banking / Insurance background
