Chief Manager- Zone Operations Job in Talent Leads Hr Solutions Pvt Ltd

Roles and Responsibilities

JOB SUMMARY

The key responsibility for incumbent would be to manage the zone level relationship with Bank TPP head, regular engagement with business partner to ensure business continuity and contribution to MLI owing to OA and would be responsible for key strategic initiatives at a zone level to drive persistency, Grievances mgmt, customer servicing, customer retention, Freelook Retention, Periodic FWG engagement with Bank zonal teams to drive fulfillment processes.

This job has a single point accountability of managing end-to-end issuance/fulfillment of new business which includes wip management, coordination with Bank, Sellers (Retail + Protection- ~200-250 cr of paid business INR) for the zone.

Business impact and Span

~250-300 cr of new business premium annually, Persistency of 88% , E2R 70% & G2R (Grief to retain for zone)

7-8 full time Hub managers supported by ~7 o/s staff (7 Direct, 8 indirect)

KEY RESPONSIBILITIES

Business Partner Management

o Strengthening business partner relationship with regular engagement with TPP head (ZVP bank branch banking)

o Ensuring Monthly FWG (Functional work group) meeting with bank to discuss the operational KPI (P2A, Persistency, E2R, Claims, Freelook retention)

o Engage regularly with business partners to monitor and improve performance for the zone.

Managing New business

o Responsible for managing the new business issuance for the zone by ensuring daily traction on wip for zone to meet the month targets

o Driving wip clearance through hub teams to clear field wip on daily basis for issuance including Welcome call clearance.

o Regular Governance calls with HUBs teams.

o Responsible for end-to-end wip mgmt for the zone.

Persistency

o Responsible for driving the 13thmonth Persistency for the zone

o Weekly Governance calls with RAs/Cluster heads

o Fortnightly calls with Circle head along ZVP on bottom offices and high impact circles for the zone.

Grievances & E2R/G2R Management

o Ensuring a daily traction with Hub teams to ensure all Grievances reported for zone are been taken up with sales team on daily basis

o Ensure that the customer meeting is done on the grievances been reported over email by customer and responsible for retaining the customers with help of Hub team/RAs

o Drive Preventive campaigns for the zone to reduce the mis-selling grievances for the zone.

Control and monitor process and ensure compliance with company and IRDAI norms

o Ensure maintenance and updating of SOPs and 4 sheeter s

o Document and control changes in existing processes

o Ensure all Service request are processed as per defined SLAs

Projects and continuous improvement and driving and participating in functional and cross functional areas

o Conduct benchmarking internally and externally to establish best in class delivery/quality standards

o Run projects and initiatives within the team to ensure significant improvement across all metrics impacting quality ,cost and delivery

o Improve quality literacy in the team by ensuring participation and certification of projects

o Leverage quality construct and resources to ensure high impact projects are completed and quality for Project of the year and Team excellence awards

Manage people

o Develop team members to perform effectively and efficiently

o Ensure coaching, role rotation and training interventions to help Hub Managers with readiness for new assignments