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Job Description
Job purpose
This position is responsible for directing and overseeing the entire activities at Branch level
- New Business Login
- Login to Issuance
- Agent Docket login
- Agent Servicing
- Customer Servicing
- Ombudsman Case
- Legal Cases
- Drive Quality parameters like TAT / FTR
- Ensuring 100% compliance in all established processes and procedures
- Providing login support to field through trainings and meetings
- Grievance & Escalation Management
- Stakeholder & Partner management
Key responsibilities
Managerial and functional responsibilities
Achieve 90% login to issuance at a branch level
Achieve 90% of Non-Medical cases logged to be UW Approved within T+2 days (T being the date of login)
Achieve 70% Digital Autopay out of the total business logged in with autopay.
Achievement of Target assigned for CY'25
Surrender Retention out of walk in customers has to be 70% , Surrender Retained (out of Walk in customers) to Inforce Ratio has to be 82%
Branches to be compliant and meet audit requirements ; RCSA - NIL Risk Failure
Minimum Productivity of 80% per resource
Wok on reduction of 10% cost savings for the Zone cost