1) Managing a team and ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).
2) Monitoring audit process to ensure compliance and regulatory norms are met.
3) Updating details of the policies as per the customers requirement.
4) Authorizing and tracking pay-outs for the smooth flow of the entire process.
5) Identifying the gaps and implementing changes for overall process improvement.
6) Handling complex cases to ensure customer satisfaction.
7) Managing communications with various departments to ensure the queries are resolved.
8) Ensuring the productivity of the team and vendors as per Service Level Agreements. (SLA)
9) Handling escalations with cross-functional departments to ensure smooth customer experience.
10) Managing Loan Management System (LMS) to ensure smooth payout process.
11) Handling stakeholder complaints and providing resolution.
12) Taking a proactive approach in training subordinates.
13) End to end Communications to the Policy holders.
