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NRI BUSINESS OPERATIONS

4.00 to 9.00 Years   Mumbai City   26 Oct, 2022
FUTUERA
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 5 - 10 Lakh/Yr
IndustryBanking / Financial Services
Functional AreaCustomer Service (Domestic)Customer Service (International)
EmploymentTypeFull-time

Job Description

    1. Business OperationsPartner with sales channels to identify growth opportunities for NRI section of consumersLiaison with Operations team (Onboarding, policy issuance, claims management, U/W, Payouts) to set up processes for NRI customersCustomize the current processes basis the segment requirement2. NRI OperationsManage the Operational efficacy forNRI customers, through liaisoning with Operations team at Company for processes related to:a. Customer Onboardingb. Policy Issuance processc. Claims Settlementd. Underwritinge. Payout managementf. Persistencyg. NPSDrive Quality parameters like TAT / FTR for all ChannelsMeet Service Level agreements for all Parameters as defined by companyDevelop Service Architecture in-terms of differentiated service experience on Digital platforms.Manage Premium services created for NRI segmentMaintaining desired level of Issuance TATEnsuring 100% Compliance in all established processes and proceduresAct as a conduit between Sales Leaders and the Central Operations team to provide a focused resolution of process issuesPlan improvement initiatives and execute activities/strategies leading to an enhanced customer experience3. Process ExcellenceLiaison with all sales channels (Institutional Business, PSF and Agency) to understand the key process pain points for NRI customersWork with Sales, Projects, Central Ops, IT and PVT team to realign the existing processLink Development for new products with IT and developments for reducing bottlenecks from existing processSet up Project Plans to drive implementation and review the progressSet up governance on Projects plans, and pre-empt failure points4. Grievance ManagementCreate a grievance redressal mechanism for all the customers complaints received for NRI channelsReviewthe dashboard ofgrievances received at partnerships level, and create mechanisms for improvement in processManage the escalations received at CXO and CEO level, and set up RCA mechanisms to ensure the nature of complaints are not repeatedDrive the change management of the process through partnering with various functions of Central Operations5. Quality AssuranceEnsure last mile communication of process changes/updatesOn-board Branch Operations team on new changes and ensure to drive its implementationReview, reporting and drive Quality of process through Central Operations teamSet of governance mechanisms for improvements in metrics related to the Quality of the policy issuance

Keyskills :
operationscustomer experience

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