Job Purpose
The purpose of the role is to effectively implement, track & analyze new business logging and pre issuance verification process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement
Job Context & Major Challenges
Job Context: The purpose of the role is to effectively implement, track & analyze current business logging and pre issuance verification process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement
Job Challenges: • Ensuring the process remains airtight in the wake of false contactability and to be able to identify genuine clients through the calling process
• Ensure limited impact on issuance TAT as PIVC could delay policy issuance if volumes are not effectively managed also affecting sales performance in month end volumes are not processed on time.
• Ensuring language skill set availability at vendor to ensure business is not lost due to wrong PIVC.
Key Result Areas
KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)KRA1Monitor quality of business post login through identified mechanisms.1. Proactively monitor quality of business logged is of expected standards through back office.
2. Agree framework with compliance and internal audit on regular checks to be performed on new business and persistency trends. This could be through desk top reviews, customer visits, out-calling, physical verifications etc
3. Audit and review ie closely monitor new business logins.KRA2Implement PIVC and create effective framework to track PIVC1. Perform pre-login verification on new business logins for both DSF and TPD
2. Implement predictive modelling for such verifications based on trends and industry practices
3. Agree such pre-login verifications with sales and other stakeholders such as underwriting.