This Opportunity is with a leading Banking company for their office in Mumbai location Role: MIS & Regulatory Submissions - TM Experience: 10 - 15 Years Job Description: PURPOSE OF THE JOB: - Will be responsible for reporting of Complaints Performance which includes Closure TAT, Pendency and Top Areas of Complaints, different MIS on complaints to senior management and all regulatory submissions. As a control function, will be responsible to identify non-compliance to Complaint Management processes of the bank, incorrect selection of CRM fields, and to ensure corrective action/ process improvement. Roles & Responsibilities: KEY RESPONSIBILITIES: 6 - 8 Areas Actionable (4-6) Regulatory Reporting Will be responsible for preparation of quarterly submissions to Standing Committee and Customer Service Committee of the Board, Annual disclosure of complaints to publish in Banks annual report Will be responsible for other regulatory submissions like yearly Bank Profile, RBI Tranche I, II and III submissions, sustainability report etc. within the agreed timelines Will be responsible to ensure submissions on complaints in compliance to RBI Master circular Will be responsible to ensure compliance to RBI Master Direction on Internal Ombudsman dated 29th Dec2023 Periodical Reports to Senior Management on complaints Will be responsible for preparation of various MIS on Complaints Performance, closure TAT, pendency and Top Areas of Complaints to Senior management for review and inputs. Will be responsible for preparation of monthly reports on complaints and daily, weekly and monthly dashboards on TAT performance to all Business Heads and Group Heads Will be responsible for preparation quarterly reports to ICAAP team and any adhoc MIS required by senior management. CRM Analysis Will be responsible for assessment on quality of CRM logged and closed, share feedback to the assesses to ensure improvement in these parameters. Complaint Management Note Will be responsible for quarterly review of Complaint Management Note and update changes wherever required. Control Function Will be responsible to identify non-compliance to Complaint Management processes of the bank, incorrect selection of CRM fields etc and to ensure corrective action/ improvement in the area by highlighting the same to senior management and guiding the correct process Audit and Compliance All the requirements raised by RBI Audit, Internal Audit and Statutory Audit are submitted in a timely manner Compliance of all Audit observations and closure on time Review of Complaint Management processes/notes and ensure compliance of the same Supervisory Role Will ensure training to new joinees. Will be ensuring regular feedback, guidance to the team and performance appraisal for the team Educational Qualifications - Graduation Key Skills: Graduation MS office proficiency Analytical skills Banking Product & Process Knowledge Communication Skills Experience Required: Minimum experience in years' 10 yrs Exposure to banking preferable Interested Candidates can share their CV's at priyal@topgearconsultants.com

Position description:Should individual handle customer Pan India, Handling quires of customer, growing existing customer business, monitoring bill submission, payment collection, maintaining monthly SLA for customer and reviewing the same should have FTL Knowledge, should have handled this profile earlier Primary Responsibilities: Should have FTL Knowledge Should have handled this profile earlier. Additional Responsibilities: Should have good analytical skill, Good in MS office, should have knowledge in rate working , annual contract discussion, etc. Primary Responsibilities: Should have Knowledge of handling FTL queries & customers Additional Responsibilities: Should be proficient in MIS Reporting Team Reporting Designation: Reporting Department: Educational qualifications preferred Category: Field specialization: Degree: Academic score: Institution tier: Required Certification/s: Required Training/s: Required work experience Industry: Role: Years of experience: Key Performance Indicators: Required Competencies: Required Knowledge: Required Skills: Required abilities Physical: Other: Work Environment Details: Specific requirements Travel: Vehicle: Work Permit: Other details Pay Rate: Contract Types: Time Constraints: Compliance Related: Union Affiliation:

Experience in data analysis, business reporting,MIS, or similar roles. Proficiency in MS Excel (pivot tables, advanced formulas, data visualization). Knowledge or practical experience in MS Access or readiness to learn it in a short time. Knowledge of the principles of relational databases and processing systems for handling large data sets. MS PowerPoint knowledge. Proficiency in English for business communication and reporting. Familiarity with business intelligence tools is an advantage. Incentive calculation and disbursement experience is an advantage. Role & responsibilities Ability to gather, clean, and interpret data from multiple sources. Ability to create structured, insightful reports and data visualizations. Skills in creating presentations (PowerPoint). Systems thinking to understand the link between data and business impact. Preferred candidate profile High attention to detail and numeric accuracy. Ability to manage multiple priorities. Collaborative approach and ability to coordinate with cross-functional teams. Effective communication skills. Adaptability and openness to dynamic work requirements. Accountability and professional discipline. Proactivity with a focus on outcomes and improvement. Eagerness to learn.

Roles & Responsibilities: - Seamless preboarding & onboarding process. Drive & Improve Employee Connect & Interactions (Like Skip Level Dialogues, HR & Employee Interactions, Town Hall etc,) Drive Reward & Recognition programs. Gather, Evaluate, Review, and closure of Employee Feedback (Induction, 30 - 90 days journey, exit feedback, social media etc,) Facilitate business leaders in employees' Performance Reviews- Probation, Confirmation, Annual Appraisals, etc., and ensure timely deliverables. Support & facilitate Learning & Development Interventions - Training calendars, Assessments & Impact study, IDPs, etc,.. Support Employee Communication Internal & External to enhance employer branding. Advocacy of HR policies & systems to the employees & stakeholders. Be a bridge for Employee Services & Grievances, Business Leaders, and HR members (Employee onboarding to Exit). MS & Dashboards Timely Reviews with internal stakeholders and facilitate improvements, closure of the action plans.

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: TIS Service Desk. Experience: 3-5 Years.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills: TIS Service Desk.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No Performance Parameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills: TIS Service Desk.

Role Purpose The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account. Do Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders Collaborate with leaders to provide strategic and operational plans associated with the account Plan the strategy for the coming years by identifying new geographies for alternate revenue streams Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain a green card at all times Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines Delivery governance in the account Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project Ensure a green card for all accounts in terms of performance and quality Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage Ensure regular invoicing as per the contract terms and condition Forecast and track key account metrics Invoicing Timely submission of invoices to the client as defined in the SOW Provide information required and resolve any invoicing issues raised by the client Collect and analyze statistics (costs, customer service metrics etc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentioned in the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customer service metrics etc.) Set direction for the team, track progress against targets through regular cadence calls and course correct as require Drive the focus of the team on quality and adherence to contract compliance processes Drive and implement structured cadence around quality, both process and transactional Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery Optimize manpower and minimize leakages by working closely with delivery head Ensure retention by offering relevant trainings and certifications of all allocated resources Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Mandatory Skills: Payment and Fraud( Trust & Safety). Experience: 8-10 Years.

Must manage multiple companies books of accounts Review books of accounts- Should have expertise in Tally, Zoho etc Able to prepare statutory calculations and returns and able to file - PT, TDS, GST, Advance tax etc Manage month end closing of books of accounts and preparing MIS and compliance reports. Take care of books release for Annual Audit.

Strategic Planning and Execution Develop detailed monthly and quarterly sales strategies in alignment with organizational goals, with a focus on increasing market share. Plan and execute territory-specific strategies for lead generation, working closely with partners including hospitals, doctors, and relevant networks. Stay ahead of market trends and competitor actions, adjusting sales tactics and strategies proactively. Market Development and Partnerships Drive territory growth by building and nurturing relationships with key stakeholders such as hospitals, doctors, and local business alliances. Oversee local partnerships that generate new leads and drive conversions, optimizing outreach and engagement in each territory. Maintain a strong network within the healthcare and business communities to ensure quick turnaround and agile adjustments in sales efforts. Data Analysis and Reporting Utilize MIS and data analysis to monitor sales performance, analyze trends, and identify areas for improvement. Report on pipeline health, regional growth, and sales metrics, using data to inform decision-making and adjust strategy as needed. Hold team members accountable for accurate reporting and target tracking, ensuring insights are used to enhance overall sales performance. Youll be successful in this role if you have: Experience: 10+ years in field sales, including a minimum of 7 years in a target-driven, leadership role managing P&L responsibilities. Sales Expertise : Proven experience with field sales in healthcare partnerships or business development (such as with hospitals and doctor alliances). Leadership: Demonstrated ability to lead regional teams, manage local BDMs, and achieve challenging growth targets. Technical Skills: Proficiency in MIS and data analysis tools; strong understanding of sales funnel management. Network & Connections : Established relationships in the healthcare or sales industry, with a track record of building effective partnerships. Strategic Mindset: Ability to plan months in advance and create strategies to achieve desired sales outcomes.

Job Description Role: To Support Field Sales team and Sales Development initiatives by providing the necessary MIS data, reports and analysis. Responsibilities: Data Management & Reporting: Collect, consolidate, and maintain large volumes of data from various internal systems (SAP, DMS, SFA, etc.) Generate daily, weekly, and monthly MIS reports (primary/secondary sales, stock, fill rates, etc.) Track and analyze key performance indicators (KPIs) related to sales, GTM metrics, and channel performance. Sales & Distribution Analytics: Provide actionable insights on sales trends, category performance, and brand/channel productivity. Support territory-wise, SKU-wise, and beat-wise data analysis to improve distribution efficiency. Assist the sales team with custom reports and dashboards for performance tracking. Process Automation & Efficiency: Automate routine reports using Excel (macros, pivot tables), Power BI, or other analytics tools. Support digitization initiatives and improve accuracy and timeliness of reporting. Collaboration: Coordinate with regional teams for periodic updates and validation of market-level inputs. Liaise with Sales, Finance, HR and Supply teams for data alignment and reconciliations. Education Qualification required Graduate Must have done certified courses in database management Key Skills and Attitude Required Strong analytical and communication skills Logical thinking Proficient in MS Excel (VLOOKUP, Pivot Tables, Macros), PowerPoint, and basic SQL Working knowledge of DMS, SAP, or other ERP systems Knowledge of Power BI / Tableau / Google Data Studio is a plus. Detail-oriented with a strong sense of accountability Experience At least 6 years of MIS experience in the FMCG sector or a similar high-volume, data-intensive environment. Prior experience in database management Experience in handling SFA, DMS systems will be added advantage

We seek a female HR, Finance & Administrative Executive to handle hiring, training, recordkeeping, offer letters, salary & vendor payments, invoicing, GST, bank reconciliation, financial reporting, and office administration. Required Candidate profile Graduate with 0-2 years of experience in HR, finance, & admin. Proficient in payroll, compliance filing, invoicing, financial reporting, and office management. Strong communication & Leadership skill

Position description:Should individual handle customer Pan India, Handling quires of customer, growing existing customer business, monitoring bill submission, payment collection, maintaining monthly SLA for customer and reviewing the same should have FTL Knowledge, should have handled this profile earlier Primary Responsibilities: Should have FTL Knowledge Should have handled this profile earlier. Additional Responsibilities: Should have good analytical skill, Good in MS office, should have knowledge in rate working , annual contract discussion, etc. Primary Responsibilities: Should have Knowledge of handling FTL queries & customers Additional Responsibilities: Should be proficient in MIS Reporting Team Reporting Designation: Reporting Department: Educational qualifications preferred Category: Field specialization: Degree: Academic score: Institution tier: Required Certification/s: Required Training/s: Required work experience Industry: Role: Years of experience: Key Performance Indicators: Required Competencies: Required Knowledge: Required Skills: Required abilities Physical: Other: Work Environment Details: Specific requirements Travel: Vehicle: Work Permit: Other details Pay Rate: Contract Types: Time Constraints: Compliance Related: Union Affiliation:

Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved Ensure follow up with customers / Agents to ensure complete satisfaction Publish MIS and Dashboards Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 1-2 years experience in Operations / Customer Care The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers Knowle Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved Ensure follow up with customers / Agents to ensure complete satisfaction Publish MIS and Dashboards Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 1-2 years experience in Operations / Customer Care The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers Knowledge and skills required Customer centricity Good English Communication and Email skills Basic computer skills dge and skills required Customer centricity Good English Communication and Email skills Basic computer skills Job Description Career Opportunities Position Senior Associate- Customer Care No. of Positions 1 Department Operations Function Customer Care Location Gurugram -90C Key Responsibilities Resolution of Queries Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s Ensure adherence to documented processes, procedures and controls Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved Ensure follow up with customers / Agents to ensure complete satisfaction Publish MIS and Dashboards Data Analysis Help in Root cause analysis of Queries / Complaints received Strictly follow the Escalation Matrix Measure of Success Customer satisfaction scores Agent satisfaction scores TAT of Customer/Agent query resolution as per defined SLA 100% compliance to standards. Desired qualifications and experience Graduate with 1-2 years experience in Operations / Customer Care The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers Knowledge and skills required Customer centricity Good English Communication and Email skills Basic computer skills

About Us: Mosaic Wellness is building digital first, health brands for elective health concerns. Man Matters, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches. Be Body Wise, is an online women s elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition. Little Joys is an online health platform for kids, helping 2M+ parents every year solve for their child s physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists. About the Role: We are looking for an individual contributor, who is proficient in all aspects of inventory ,logistics planning and coordination. We are also looking for, in the candidate, an eagerness to learn on the go and improve upon, end to end processes suited to our unique organisation specifically in the context of new projects and initiatives. Responsibilities: Logistics and Inventory management for our D2C, Amazon and Tik Tok operations - Including coordination and planning with internal as well as external partners. Logistics and Inventory management for our market-place operations (Amazon, Noon and more). Shipment creation, tracking and documentation; working with internal and external teams to resolve issues and manage TAT around shipments. Create and maintain documentation and MIS around this end to end process. Works closely with the category team to plan and define inventory requirements on weekly, fortnightly, and monthly levels. Maintain constant check through detailed reporting and work closely on managing and maintaining inventory covers and fills. Work closely with internal teams for special initiatives including new category launch, channel launch as well as adjacent and related processes. Work with internal teams including finance in maintaining ongoing shipment related finance faced reporting; as well as daily / weekly and ad hoc requests on turn arounds. Requirements: Operations inclined candidate with hunger to learn and contribute. Basic Excel and Office suite skills are necessary. Experience working on Amazon, Tik Tok platform is desirable Experience working on operations and shipment logistics (especially India to international - first, mid mile) is desirable Candidates with prior similar experience are preferred. Fast learner, Self-starter, Problem Solver, Ability to plan well and execute efficiently, Adept at clear and effective communication.

SCA eCode Solutions Pvt. Ltd. is looking for MIS Coding Professional to join our dynamic team and embark on a rewarding career journey. Oversee the design, implementation, and maintenance of the information systems, including hardware, software, and networking infrastructure. Manage the database systems, including data backup and recovery, data security, and data integrity. Develop and maintain procedures for managing the information systems and technology infrastructure, including disaster recovery plans, security policies, and user access controls. Analyze the business processes and identify opportunities for improvement through the use of information systems and technology. Collaborate with cross - functional teams, including IT, finance, and business operations, to integrate information systems and technology with other systems and processes. Monitor system performance and provide technical support to end - users to ensure the smooth operation of information systems and technology. Strong analytical and problem - solving skills. Excellent communication and collaboration skills.

Experience: 2-3 YEARS Qualification: Commerce Graduate Job Description : Searching tenders which are published in News paper or uploaded online. Complete tendering procedures within timeline (e-tender/physical tenders) Documentation of tender as per requirement. Maintain MIS for weekly management review.

Job Description Position Training manager Reporting To Emerging Vertical Training Head Department Distribution Capability Centre Function Axis AVC Training Location Noida /Mumbai/Hyderabad & Bangalore Band 4 Job Summary A person with strong domain knowledge in Insurance & Financial Planning will be working in a circle, managing the integrated Sales & Training team across the geography. Proactive approach required in assessing the learning & development needs, effectively aligning programs / interventions with business objectives and creating / executing the Training Modules in Bank Relationship. Key Responsibilities/ Key Deliverables Imparting Training to Axis Virtual Callcenter (AVC) sellers and Max Life Employees as per defined and agreed Man Days. Providing right training inputs & on call sales support to AVC Post Training, on line certification through Inquizzitive, of sellers on the trained module to be completed - Once a quarter Refresher training should be done before the certification & follow up with failed candidates should be completed Call observation & Call barging at AVC on daily basis. Drive traffic to E Learning platform / Microsite so that technology can be leveraged to maximize reach Ensuring the measures of quality of business in different segement focusing on Product mix Ensuring SPs in 100% of the branches and all regulatory records to be maintained audit ready if required. Traction of data on performance, publishing MIS, dashboard, calendars, EDMs etc. timely and effectively in coordination with Bank Circle Office Conduct Skill, Knowledge & compliance based training programs for the entire AVC call centers at regular intervals Develop and manage certification processes, Implementing evaluation process - online and offline to create a robust feedback and tracking mechanism on product knowledge and skills of all the trainees. Supporting to other AVC centers as an additional requirement that required travelling as well. Open to implement new training methodologies to enhance training effectiveness across AVC centers. Measures of Success Imparting Training- Average of 12 Man days of Training Banca/Axis & Max Life Refresher Training- 80% of the RA / Center Manager clearing their quarterly certification Ensuring right training inputs - 90% Employees across vertical to attend Induction training Activation Inactive Seller Activisation 30% Product Mix As per plan Ensuring SPs above 90% in ARB segment - NDRM, Burgandy & Priority. 100% Certification of SPs on Products, ULIP, AML, Ethics & Compliance before licensing & records of 100% of these SPs to be maintained Job Specifications Graduate in any Discipline, MBA from premier institute is preferred. 3 to 4 years of experience in Sales Training, Prior experience in insurance essential. Result Orientation, Customer Centricity, Technical Expertise, excellent product and basics of life insurance Knowledge & Skill Matrix Training execution, Training enabling quality business, Ensuring Circle meeting compliance requirement. Additional Information (Optional) Org Chart- NTH ZTH (ZVP) CTM Job Description Position Training manager Reporting To Emerging Vertical Training Head Department Distribution Capability Centre Function Axis AVC Training Location Noida /Mumbai/Hyderabad & Bangalore Band 4 Job Summary A person with strong domain knowledge in Insurance & Financial Planning will be working in a circle, managing the integrated Sales & Training team across the geography. Proactive approach required in assessing the learning & development needs, effectively aligning programs / interventions with business objectives and creating / executing the Training Modules in Bank Relationship. Key Responsibilities/ Key Deliverables Imparting Training to Axis Virtual Callcenter (AVC) sellers and Max Life Employees as per defined and agreed Man Days. Providing right training inputs & on call sales support to AVC Post Training, on line certification through Inquizzitive, of sellers on the trained module to be completed - Once a quarter Refresher training should be done before the certification & follow up with failed candidates should be completed Call observation & Call barging at AVC on daily basis. Drive traffic to E Learning platform / Microsite so that technology can be leveraged to maximize reach Ensuring the measures of quality of business in different segement focusing on Product mix Ensuring SPs in 100% of the branches and all regulatory records to be maintained audit ready if required. Traction of data on performance, publishing MIS, dashboard, calendars, EDMs etc. timely and effectively in coordination with Bank Circle Office Conduct Skill, Knowledge & compliance based training programs for the entire AVC call centers at regular intervals Develop and manage certification processes, Implementing evaluation process - online and offline to create a robust feedback and tracking mechanism on product knowledge and skills of all the trainees. Supporting to other AVC centers as an additional requirement that required travelling as well. Open to implement new training methodologies to enhance training effectiveness across AVC centers. Measures of Success Imparting Training- Average of 12 Man days of Training Banca/Axis & Max Life Refresher Training- 80% of the RA / Center Manager clearing their quarterly certification Ensuring right training inputs - 90% Employees across vertical to attend Induction training Activation Inactive Seller Activisation 30% Product Mix As per plan Ensuring SPs above 90% in ARB segment - NDRM, Burgandy & Priority. 100% Certification of SPs on Products, ULIP, AML, Ethics & Compliance before licensing & records of 100% of these SPs to be maintained Job Specifications Graduate in any Discipline, MBA from premier institute is preferred. 3 to 4 years of experience in Sales Training, Prior experience in insurance essential. Result Orientation, Customer Centricity, Technical Expertise, excellent product and basics of life insurance Knowledge & Skill Matrix Training execution, Training enabling quality business, Ensuring Circle meeting compliance requirement. Additional Information (Optional) Org Chart- NTH ZTH (ZVP) CTM Job Description Position Training manager Reporting To Emerging Vertical Training Head Department Distribution Capability Centre Function Axis AVC Training Location Noida /Mumbai/Hyderabad & Bangalore Band 4 Job Summary A person with strong domain knowledge in Insurance & Financial Planning will be working in a circle, managing the integrated Sales & Training team across the geography. Proactive approach required in assessing the learning & development needs, effectively aligning programs / interventions with business objectives and creating / executing the Training Modules in Bank Relationship. Key Responsibilities/ Key Deliverables Imparting Training to Axis Virtual Callcenter (AVC) sellers and Max Life Employees as per defined and agreed Man Days. Providing right training inputs & on call sales support to AVC Post Training, on line certification through Inquizzitive, of sellers on the trained module to be completed - Once a quarter Refresher training should be done before the certification & follow up with failed candidates should be completed Call observation & Call barging at AVC on daily basis. Drive traffic to E Learning platform / Microsite so that technology can be leveraged to maximize reach Ensuring the measures of quality of business in different segement focusing on Product mix Ensuring SPs in 100% of the branches and all regulatory records to be maintained audit ready if required. Traction of data on performance, publishing MIS, dashboard, calendars, EDMs etc. timely and effectively in coordination with Bank Circle Office Conduct Skill, Knowledge & compliance based training programs for the entire AVC call centers at regular intervals Develop and manage certification processes, Implementing evaluation process - online and offline to create a robust feedback and tracking mechanism on product knowledge and skills of all the trainees. Supporting to other AVC centers as an additional requirement that required travelling as well. Open to implement new training methodologies to enhance training effectiveness across AVC centers. Measures of Success Imparting Training- Average of 12 Man days of Training Banca/Axis & Max Life Refresher Training- 80% of the RA / Center Manager clearing their quarterly certification Ensuring right training inputs - 90% Employees across vertical to attend Induction training Activation Inactive Seller Activisation 30% Product Mix As per plan Ensuring SPs above 90% in ARB segment - NDRM, Burgandy & Priority. 100% Certification of SPs on Products, ULIP, AML, Ethics & Compliance before licensing & records of 100% of these SPs to be maintained Job Specifications Graduate in any Discipline, MBA from premier institute is preferred. 3 to 4 years of experience in Sales Training, Prior experience in insurance essential. Result Orientation, Customer Centricity, Technical Expertise, excellent product and basics of life insurance Knowledge & Skill Matrix Training execution, Training enabling quality business, Ensuring Circle meeting compliance requirement. Additional Information (Optional) Org Chart- NTH ZTH (ZVP) CTM

About Amazon Amazon.com strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazons evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the companys DNA. The worlds brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. Amazon currently has presence in India (www.india.amazon.com) by way of Development Centers across three locations; Bangalore, Chennai and Hyderabad, which works on complex technology and operations challenges that directly drive business on Amazon.com. In addition to this, there are retail teams that strive towards providing world class customer experience to our customers across www.amazon.in and www.junglee.com, followed by a dynamic operations team that ensures customer orders are fulfilled and delivered on time. Summary Description The individual will implement HR plans and solutions in order to achieve strategic business initiatives and deliver results. The candidate will possess the ability to complete high volumes of tasks with minimal guidance or supervision and deadline sensitivity. As such, the candidate must be skilled at anticipating problems, creating contingency plans, managing multiple priorities, problem solving and organizing logistics. Key to the position is the ability to keep the team organized, prioritized and on time while also serving as a "go to" for all areas and departments which dovetail with HR. This candidate will help foster a cooperative and communicative atmosphere. Roles and Responsibilities - Implement employee surveys and questionnaires; help HRBP s in analysis and action planning based on survey results - Responsible for onboarding and partnering with the recruitment team in hiring associates based on business forecasts. - Partner with business leaders and other support functions to maintain a highly motivated and engaged workforce - Implement new policies, procedures and programs in support of Business - Be the first point of contact for all employee grievances and partner with the HR Business Partner in conducting necessary investigations. - Knowledge in MIS support for Attrition analysis, includes- analyzing Exit interview , observe trends and highlight important aspects, prepare and publish dashboards - Drive engagement initiatives like - New hire Buddy/ mentoring program, Voice of Employee, Round tables and Brown Bag session and R&Rs - Partner with HRBPs to drive Career pathing sessions/ initiatives - Support the L&D team in conducting training needs assessment for employees across levels - Responsible in conducting regular vendor audits to ensure labor compliance. - Responsible for statutory compliance Proven skill in the operation and utilization software such as Microsoft Word for Windows, Excel, etc. Able to travel, as appropriate Ability to analyze organization and individual needs and create the most cost-effective package to meet them Experience with assessing executive talent and filling technology / operations / management positions Proven understanding of the role and functions of a human resource office within a corporate operations structure Broad experience and specific knowledge of human resource theory, functions and practice; performance appraisal systems and staff development Proven ability to use initiative in carrying out tasks Proven ability to prioritize tasks and to organize workload to assure that short timelines are met while having frequent interruptions Exposure to multi-state and international employment laws Mandatory requirement: - Candidates should have a work experience of 3 to 5 years in relevant HRBP domain - HRBP / Mfg. HR experience is a mandate, experience in employee relations, adept at HR statutory compliance, performance management, talent management, HR projects, succession planning, etc. - Education: MBA or Masters Degree in HR/Social Work/ from B schools Analytical mindset with proven skill in the operation and utilization software such as Microsoft Word for Windows, Excel, etc. Exposure to all aspects of employee life cycle and experience in handling AA or similar population Well versed in basic HR reportings Ability to analyze organization and individual needs and create the most cost-effective package to meet them Proven understanding of the role and functions of a human resource office within an operations structure Broad experience and specific knowledge of human resource theory, functions and practice; Proven ability to use initiative in carrying out tasks Proven ability to prioritize tasks and to organize workload to assure that short timelines are met while having frequent interruptions Mandatory requirement: - Candidates should have a work experience of 3 to 5 years in relevant HRBP domain - HRBP / Mfg. HR experience is a mandate, experience in employee relations, adept at HR statutory compliance, performance management, talent management, HR projects, succession planning, etc. - Education: MBA or Masters Degree in HR/Social Work/ from B schools

"Key Responsibilities: Develop and maintain MIS systems to support business operations. Ensure data accuracy, consistency, and integrity across all reporting platforms. Generate and deliver detailed reports to various stakeholders. Analyze data to provide actionable insights for informed decision-making. Collaborate with different departments to enhance data-related processes. Identify and resolve issues related to data management and reporting. Support the design and implementation of new data management systems. Maintain documentation for data management and reporting processes. Qualifications: Bachelors degree in Information Technology, Computer Science, Business Analytics, or a related field. Prior experience in MIS, data management, and reporting roles. Strong analytical skills with the ability to interpret complex data. Attention to detail and commitment to data accuracy. Excellent communication and collaboration skills. Proficiency in database management and reporting tools. Knowledge of data privacy and security standards." .

Roles and Responsibilities. PR for Met Mast - Installation, Maintenance, Dismantle services, materials & other WRA related SAP works. Met Mast Supply & services invoices processing on the Work flow portal. Tracking and initiation of Met Mast land lease and caretaker agreement renewal and payment. Liaise with ReNew finance team to ensure timely release of vendor payments. Met Mast material inventory management and Inspection, (manual GRN preparation for materials received from suppliers and reusable materials from dismantle mast. providing details of maintenance-consumed sensors for Goods Issue to the store team, and maintain the sensor stock register timely). Preparing monthly Mast activity status reports & MIS. Ensure that Mast breakdown maintenance is attended within 7 days from date of intimation. Supervise and coordinate with mast vendor for Mast installation, commissioning, and dismantle activity. Troubleshooting of met mast data loggers and sensors of various makes (for e.g. NRG Sym Pro, Ammonit, Kintech etc ). Site visit for future Mast location suitability.

What is the Sr Executive - GSS Asia / EMEA Cust Svcs AMC group responsible for? Effectively manage the critical distributors at Third party POS locations by providing exceptional service support. Liaison with the key personnel at third party POS for enabling seamless service delivery to our clients & distributors. What are the ongoing responsibilities of a Sr Executive? Meet the target distributor segment on predefined frequency, foster relationships, and deliver exemplary service experience to our distributors. Effective tracking of all queries / requests and complaints Effective tracking of NIGO miss outs of targeted distributors. Effective use of data, MIS by adding value by creating talking points during all scheduled interactions with the distributors. Answers queries including but not limited to processing of transactions, processes, regulatory & compliance guidelines from distributors, financial advisors and other interested parties either from an incoming call or an outgoing returned call. Keeps abreast of current market conditions, fund and company policies, investment and tax law changes, compliance requirements, and all other procedural information in a constantly changing environment. Adheres to all legal requirements (compliance rules) while servicing distributors. Escalation handling Critical distributor handling and management. What ideal qualifications, skills & experience would help someone to be successful? Preferred MBA or any graduate degree. Preferably from a commerce / accounting / finance background. Proficient in English, numerate. NISM Certification - To be cleared within 3 attempts PC knowledge including use of Microsoft Office products especially Excel and Word skills Administrative and time management skills Ability to interact with external clients and team members equally effectively Strong attention to detail and quality Previous branch / Service oriented Knowledge of mutual funds and regulations involved therein Excellent communication, relationship and technical skills NOTE: The above statements are intended to describe the general nature and level of work being performed by incumbents. They are not intended to be an exhaustive list of all responsibilities, duties and skills required by all incumbents. Incumbents may perform other duties as assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Management retains the right to add to or change the duties of the position at any time. Work Shift Timings - 9:00 AM - 6:00 PM IST Experience our welcoming culture and reach your professional and personal potential! Our culture is shaped by our diverse global workforce and strongly held core values. Regardless of your interests, lifestyle, or background, there s a place for you at Franklin Templeton. We provide employees with the tools, resources, and learning opportunities to help them excel in their career and personal life. Hear more from our employees By joining us, you will become part of a culture that focuses on employee well-being and provides multidimensional support for a positive and healthy lifestyle. We understand that benefits are at the core of employee well-being and may vary depending on individual needs. Whether you need support for maintaining your physical and mental health, saving for life s adventures, taking care of your family members, or making a positive impact in your community, we aim to have them covered. Highlights of our benefits include: Professional development growth opportunities through in-house classes and over 150 Web-based training courses An educational assistance program to financially help employees seeking continuing education Medical, Life and Personal Accident Insurance benefit for employees. Medical insurance also cover employee s dependents (spouses, children and dependent parents) Life insurance for protection of employees families Personal accident insurance for protection of employees and their families Personal loan assistance Employee Stock Investment Plan (ESIP) 12 weeks Paternity leave 2 offices in Chennai. Good Sheppard House Office located near Valluvar Kottam, Kodambakkam. Century Centre office located at the heart of the city. Rewards and Recognition Program. Volunteer services and paid time off for volunteering. Franklin Templeton is committed to fostering a diverse and inclusive environment. If you believe that you need an accommodation or adjustment to search for or apply for one of our positions, please send an email to . In your email, please include the accommodation or adjustment you are requesting, the job title, and the job number you are applying for. It may take up to three business days to receive a response to your request. Please note that only accommodation requests will receive a response.

Job Description Position Manager - Digital Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 3 Location As per requirement Team size (D/I) 7-8 JOB SUMMARY Digital Customer Engagement Market Conduct -13M & 25M Persistency, FIR and GIR Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members. Ensuring quality in Digital calls and responsible for Call Quality Scores. Reduction in CXO escalation / Service Grievance 13M & 25M Persistency Driving 0-60-day collection by calling the customers / sellers Driving 0-90-day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A. Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Digisaarthi team and skill them. Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower. Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores (OA-95% / FEA-100%) Reduction in CXO escalation by 50% DNPS Scores >=94 Customer Engagement >50% 13M Persistency >=90% 25M Persistency >=88% Engage to Retain >=65% Freelook retention >=50% Surrender retention >=70% ECS retention >=50% S2S, S2R - 100% As per the Target Applied to Paid >=92% Key Goal (Business) Driving customer Retention& Persistency Meeting S2S/R target for the region. Distribution engagement Identify training needs of Front end team and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams Key competencies/skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience Post Graduate in Management preferred Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service Experience of managing Operations / or Customer Service Job Description Position Manager - Digital Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 3 Location As per requirement Team size (D/I) 7-8 JOB SUMMARY Digital Customer Engagement Market Conduct -13M & 25M Persistency, FIR and GIR Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members. Ensuring quality in Digital calls and responsible for Call Quality Scores. Reduction in CXO escalation / Service Grievance 13M & 25M Persistency Driving 0-60-day collection by calling the customers / sellers Driving 0-90-day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A. Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Digisaarthi team and skill them. Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower. Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores (OA-95% / FEA-100%) Reduction in CXO escalation by 50% DNPS Scores >=94 Customer Engagement >50% 13M Persistency >=90% 25M Persistency >=88% Engage to Retain >=65% Freelook retention >=50% Surrender retention >=70% ECS retention >=50% S2S, S2R - 100% As per the Target Applied to Paid >=92% Key Goal (Business) Driving customer Retention& Persistency Meeting S2S/R target for the region. Distribution engagement Identify training needs of Front end team and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams Key competencies/skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience Post Graduate in Management preferred Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service Experience of managing Operations / or Customer Service

Job Description Position Manager - Digital Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 3 Location As per requirement Team size (D/I) 7-8 JOB SUMMARY Digital Customer Engagement Market Conduct -13M & 25M Persistency, FIR and GIR Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members. Ensuring quality in Digital calls and responsible for Call Quality Scores. Reduction in CXO escalation / Service Grievance 13M & 25M Persistency Driving 0-60-day collection by calling the customers / sellers Driving 0-90-day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A. Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Digisaarthi team and skill them. Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower. Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores (OA-95% / FEA-100%) Reduction in CXO escalation by 50% DNPS Scores >=94 Customer Engagement >50% 13M Persistency >=90% 25M Persistency >=88% Engage to Retain >=65% Freelook retention >=50% Surrender retention >=70% ECS retention >=50% S2S, S2R - 100% As per the Target Applied to Paid >=92% Key Goal (Business) Driving customer Retention& Persistency Meeting S2S/R target for the region. Distribution engagement Identify training needs of Front end team and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams Key competencies/skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience Post Graduate in Management preferred Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service Experience of managing Operations / or Customer Service Job Description Position Manager - Digital Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 3 Location As per requirement Team size (D/I) 7-8 JOB SUMMARY Digital Customer Engagement Market Conduct -13M & 25M Persistency, FIR and GIR Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members. Ensuring quality in Digital calls and responsible for Call Quality Scores. Reduction in CXO escalation / Service Grievance 13M & 25M Persistency Driving 0-60-day collection by calling the customers / sellers Driving 0-90-day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A. Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Digisaarthi team and skill them. Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower. Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores (OA-95% / FEA-100%) Reduction in CXO escalation by 50% DNPS Scores >=94 Customer Engagement >50% 13M Persistency >=90% 25M Persistency >=88% Engage to Retain >=65% Freelook retention >=50% Surrender retention >=70% ECS retention >=50% S2S, S2R - 100% As per the Target Applied to Paid >=92% Key Goal (Business) Driving customer Retention& Persistency Meeting S2S/R target for the region. Distribution engagement Identify training needs of Front end team and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams Key competencies/skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience Post Graduate in Management preferred Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service Experience of managing Operations / or Customer Service

Operational Leadership Ensure seamless operation of multiple centers within the designated Provide strategic direction and operational leadership to multiple centers within the assigned cluster with a focus on enrollment and placements Implement programs, oversee center level activities within the cluster, manage resources, and foster a collaborative and inclusive environment to achieve organizational Ensure consistent implementation of organizational policies and Program Management & Coordination Oversee the coordination and execution of programs across the cluster. Collaborate with center managers to ensure program alignment with beneficiary needs and organizational Enable implementation of execution plans to adhere to project mandates and Ensure compliance with process metrices and quality standards while continuously seeking opportunities for program improvement. Stakeholder Engagement Liaison with internal stakeholders for operational Cultivate and maintain strong relationships with community partners, and other external stakeholders to enhance the impact and reach of the Collaborate with cross functional internal teams (PMO, Academic Excellence, HR, M&E, CRD, MIS, Curriculum, IT, Finance, Admin ) for operational requirements. Participate in formal meetings to share operational feedback with respective Effective enrolment strategy People Management Train, and mentor center managers and support staff within the Foster a positive and inclusive work culture, provide leadership and support to promote professional development and Enable optimal productivity level of reporting Implement performance metrics to assess the effectiveness of center Establish and communicate attrition reduction and employee satisfaction plans to center managers, outlining specific strategies, feedback mechanisms, and continuous improvement plans. Resource Management: Manage budgetary resources effectively to maximize impact across all Monitor and optimize resource allocation, including staffing, supplies, and Manage the budget for projects effectively, ensuring the allocation of resources aligns with program priorities and organizational objectives. Documentation, Compliance and Quality Assurance Prepare regular reports on program outcomes, financial performance, and other key Maintain and review comprehensive documentation of program activities and impact for the purpose of internal reviews and internal and external audits. Ensure compliance with relevant laws, regulations, and organizational Implement quality assurance measures to uphold service Use of Technology tools and generate culture of technology adoption Desired Profile Graduate/post graduate in any discipline Experience in skill development CSR projects Good experience in operations and team management skills 7+ years of experience in the skilling sector with a focus on mobilization and placements Job Category: Cluster Manager - Training & Operations Job Type: Full Time