Role Purpose (overall high level summary of the role)
The primary responsibility of the jobholder will be to manage the Surrender Retention Process and support the BRCM for the Customer and Surrender Retention team. The role requires extensive cross functional liaisoning within the Company viz. CHOICe Sales, Business Development, Risk, Policy Servicing, Audit and with the partner banks. Adherence to all internal and regulatory TATs would be another significant aspect of this profile. The jobholder will also act as a retention lead managing the needs of internal processes such as Surrender Retention in terms of team and targets as and when required. The role also requires to liasion with the Business partner (outsourced call center) for the Lapse Recovery and Engagement calling campaigns. The Job holder should have an eye for detail and will also be responsible to monitor pre-defined success parameters and goals (HO & Partner location )in terms of Services Levels, Quality (customers retained & satisfaction level)
and Efficiency (TATs & first time resolutions). Creating action logs and tracking timelines will also be an significant expectation from the person managing this role. The person will have to put in place a quality management process both from internal operational and customer satisfaction perspectives. Creating Process Notes , Power-point presentations and managing high data volumes to effectively document and display significant areas of processes will be a key aspect of this role. The Job holder will be a part of the CRM model for performance management and payouts.
Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures
Impact on the Business / Function
• Identifying Process Risks and supporting the BRCM on mitigations
• Track Service Levels and daily/weekly/monthly activity dashboards
• Regular Dashboarding and Process Note/PPT creation
• Action log and timeline follow