Job Purpose
Establish a multi-skilled team for providing single window service and delivering stringent turnaround times and accuracy parameters and also provide value added services to HNI customers and also to customers sourced by TPD and SVV Branches, by planning, organizing and managing policy servicing related aspects as per stipulated KPIs. Also, provide performance dashboards to select Bancassurance and TPD partners for building their confidence and strengthening the relationships strategically important for Birla Sun Life Insurance.

Job Context & Major Challenges
Job Context: Establish a multi-skilled team for providing single window service and delivering stringent turnaround times and accuracy parameters and also provide value added services to HNI customers and also to customers sourced by TPD and SVV Branches, by planning, organizing and managing policy servicing related aspects as per stipulated KPIs. Also,



provide performance dashboards to select Bancassurance and TPD partners for building their confidence and strengthening the relationships strategically key for Birla Sun Life Insurance.

Job Challenges:
- Keeping abreast of regulatory, product, policy and system changes.
- Safeguard against ever changing and increasing risks without affecting turnaround times which are critical from the perspective of customer sensitivity.
- Managing with frequently churning 60-70% outsourced staff and still delivering all KPIs and ensuring adherence to process and risk control measures.
- Dependencies on branches, spread across the length and breadth, to ensure process controls and to increase First Time Right resolutions and also ensure speedy service recovery in event of failures.
- Sudden spikes in volumes due to external reasons and market fluctuations.
- Managing Channel partner relationships and maintaining cordial relationship especially in times when their exceptions and demands cannot be met.
- Each channel partner /Bancassurance partner has differen

📌 TM-Mgr-CO Policy Srvcing-Thane (Maharashtra)
🏢 Aditya Birla Capital
📍 Maharashtra