The job holder for heading the Policy Servicing function shall play a significant role in achieving organisation’s vision & strategy for Policyholder servicing and meet IRDA regulations in terms of protecting policyholder’s rights. He/she shall be reporting to the Head- Branch Operations and Policy Servicing within Operations Department. The key responsibilities of the job holder shall include:

- Creating a servicing model for the Organization which provides multiple and convenient avenues for simplifying the process for the Customer interaction and enhancing Customer experience when he approaches the Company with a servicing request(need);

- Devising internal processes and manage execution which effectively balance protection of both Customer & Company’s interests by leveraging technological solutions and applying them for business process improvements and driving process automations for maximising process efficiencies to reduce/control

- Having a fair idea on the Industry trends & methodologies, products w.r.t to service levels/ KPI’s and to work with the risk management frameworks of the company.

Leadership & Teamwork

- Enabling team through proper mix of staffing , technology & recognition

- Exceptional communication , presentation & mentoring skills with distinguish ability in leading teams for developing procedures & services standards for business excellence

- Multiple engagement of resource in various internal & cross functional engagements

- Leadership skills with ability to establish consensus in cross functional initiatives.

- Has an understanding of & expertise in handling practical issues while leading,



integrating & directing work across large areas within the functions.

- Prepare current job descriptions , identifying staffing needs , provide general direction , assign specific tasks & responsibility , evaluate & mentor staff.

- inspire individuals to strive for excellence & create platforms for rewards & recognition to drive the talent & employee engagement leading to high productivity.

- Planning, developing, implementing & reviewing core responsibilities & tasks .

- Working closely with HR towards regular hiring & recruitment.

- Planning & implementing employee engagement program , reward & recognition platforms & managing talent pool by laying down highly effective learning based, competencies framework / platforms

Operational Effectiveness & Control

- Create an improved a self serving avenues .

- Strategic planning to ensure adequate customer service platforms are implemented to drive and maintain high level of process efficiency.

- Over see process improvements initiatives through system changes and enhancement process re-alignment, redefining & efficiency management of both business partners & in-house.

- Cross activity backups

- Manage various projects of significant magnitude in-terms of complexity , cost , time / constraints,



internal & external staffing, and equipment including software & hardware.

- Planning : meet customer services , financial objectives by forecasting requirements , budgeting & scheduling expenditure, analysing variances & proactively initiating corrective actions .

- To ensure appropriate risk control, process management & operational integrality of the customer services & BCP is in place.

- Focus on implementing and aligning the business operating practices with changes in policy servicing processes due to internal/external factors.

- Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.

- Maintain and observe all control for policy servicing processes.

- Plan, direct and review work of the BRCMs to ensure compliance with the requirements and report non compliance/breaches/challenges;

- By monitoring & analysing performance to ensure that the targets set for all calling matrix are met in accordance with pre-defined targets.

- Automate & implement technology based solutions leading to higher productivities.

Effective risk controls

- No adverse audit comments and all audit points and issues actioned promptly and appropriately.

- Review audit reports, compliance reviews and reports and take appropriate action regarding any significant compliance or reputational exceptions.

- Timely identification of breaches/potential risk, update management and ensure timely implementation of risk mitigants.

- Completion of all mandatory training courses

📌 AVP - Policy Servicing (Gurugram)
🏢 XpertReach
📍 Gurugram