Officer - Digital Support

Position Title:

Officer- Digital Support Team

Department:

Digital Support Team

Level / Band:

101

Role Summary:

Role involves verifying and managing quality and compliance guidelines as per the agreed process. Looking for end-to-end solution and managing the queries from cross-functional teams.

B Organizational Relationships

Reports to:

Manager

Supervises:

Team / Vendor

C Job Dimensions

Geographic Area Covered:

National

Stakeholders Internal:

Audit & Compliance, NB Team, Customer Service, Business Conservation, Internal Sales, U/W, Compliance

External:

Outsource Vendors

D Key Result Areas

• Quality Check

• Monitoring QC and generating new ideas for improving the scores.
• Engagement with Vendor team to improve the accuracy of the process.
• Ensure high accuracy rates in Application Transaction processing.
• Ensure Calibration activity with Vendor team.
• Weekly/Fortnightly review with the Vendor team on QC scores and document the MOM.
• Training the team to improve the above KPI.

• SOP Adherence, Audit & Compliance

• Ensure all activities of the department are as per regulatory guidelines and SOPs, with no adverse audit findings from Regulators or Auditors.
• Ensure that all Management Responses to audit observations are submitted to Control Assurance / Auditors on time.
• Ensure SOP review from time to time to reflect recent process changes/additions.

• Key Reports and Responsibilities

• Timely response to queries from Compliance/Customer Service or other departments.
• Adherence to the Job Assignment schedule at BAU.
• Deep dive to identify the issue and provide a solution to fix it.
• Plan to improve the accuracy.

E Skills Required

Technical

• Advanced Excel knowledge.

Behavioral

• Level 1:

• Interpersonal skills
• Communication skills
• Creative thinking skills

• Level 2:

• Supervising/Leadership skills
• Teamwork skills
• Influencing skills

• Level 3:

• Relationship building skills
• Decision-making skills

Incumbent Characteristics

Essential

• Graduate, with knowledge of advanced Excel.

Desired

• Graduate/Post graduation.

Experience

• 12 years of experience in working in Insurance Operations.