What are we looking for?

Policy servicing as a department is responsible processing of Service requests and payouts i.e. customer and company initiated payouts requests received through all touchpoints.

There is increase in volume of YoY basis in all types of payout requests primarily due to increase in customer base of the organization.

We have automated payout transactions through our CRM application which comprises approx 70% of our payout transactions.

Apart from our branches which are available for servicing customer requests, we have enabled customer portal, Insta-serve and mobileapp to accept service requests.

What does the job entail?

1. Publishing SDA trackers with stakeholders / Internally units for CAPA. Reduction in Repeats (CTR/CTC/CTB). Faster and timely closure of SDA observations.

2. Managing data for the Maturity/ Survival Benefits/ PS for MIS preparation and sharing with all stakeholders.

3. 100% Accuracy in Authorization of payout cases as per defined matrix

4.



Managing Internal as well as Regulatory audit requirements and ensuring that the process is managed without any deviation/observations

5. Follow-up with various stakeholders in IT / Legal/ Product teams

6. Preparing presentations using MS powerpoint/ dashboards for management reviews.

7. HNI /NRI dashboards with internal PS & Payouts team and reduction in TAT breach.

8. Managing Complaints dashboard for PS & Payout, trend analysis and reduction in complaints

9. Identify areas of improvement and driving such projects for end results

Work Experience

7 years

Essential Qualification

Graduation

Preferred Skills

Good in Excel and Powerpoint, data analytics and good communication skills (spoken and written). Co-ordination with stakeholders, interpersonal skills, solid follow-ups, influencing stakeholders for decisions and process improvements. Process knowledge of Policy Payouts.

📌 Senior Manager - Policy Servicing (Survival Benefits) (India)
🏢 HDFC Life
📍 India