Job purpose

This position is responsible for directing and overseeing the entire activities at Branch level

• New Business Login
• Login to Issuance
• Agent Docket login
• Agent Servicing
• Customer Servicing
• Ombudsman Case
• Legal Cases
• Drive Quality parameters like TAT / FTR
• Ensuring 100% compliance in all established processes and procedures
• Providing login support to field through trainings and meetings
• Grievance & Escalation Management
• Stakeholder & Partner management

Key responsibilities

Managerial and functional responsibilities

Achieve 90% login to issuance at a branch level

Achieve 90% of Non-Medical cases logged to be UW Approved within T+2 days (T being the date of login)

Achieve 70% Digital Autopay out of the total business logged in with autopay.

Achievement of Target assigned for CY'25

Surrender Retention out of walk in customers has to be 70% , Surrender Retained (out of Walk in customers) to Inforce Ratio has to be 82%

Branches to be compliant and meet audit requirements ; RCSA - NIL Risk Failure

Minimum Productivity of 80% per resource

Wok on reduction of 10% cost savings for the Zone cost

Job requirements

Qualifications

 Postgraduate

Experience

Minimum 10 years’ experience

Functional and Behavioral requirements

Life Insurance Experience; Team Handling; Branch Operations experience, Partner Management

Internal /External Stake Holders

Internal Stakeholder

Nature or purpose of interaction

Sales

Smooth Logins and Issuance at each Branch

All Ops Functions/IT/Audit/Compliance/Finance/Admin

Admin, Finance, Sales, Underwriting/ operations

External Stakeholders

Nature or purpose of interaction

Customer

Ensuring smooth customer service and Issuance

Partner Management

Ensuring smooth Login at each Branch and issuance of the same

Customer queries/grievance are closed in agreed timelines

Does the role or any of the roles in the team have any element of regulatory reporting/ regulatory interaction

Yes under AML reporting