Monitor process adherence, SLA and quality for the Data capture team in New business and the assigned vendor for data capture at pre and post level. Maintain TAT, supervise process and accuracy in data and ensure execution of control queries, updation of documentation on regular basis at each activity level matching prescribed service standards for Individual & Health Life lines of Business.
Job Context: Monitor process adherence, SLA and quality for the Data capture team in New business and the assigned vendor for data capture at pre and post level. Maintain TAT, supervise process and accuracy in data and ensure execution of control queries, updation of documentation on regular basis at each activity level matching prescribed service standards for Individual & Health Life lines of Business.
Job Challenges: • Ensure despatch and delivery of policy documents at various geographical locations where the courier services are not available.
- Ensure optimum capacity building, monitoring resource management and allocation to deliver under uncertain and unpredictable circumstances.
- Inculcate the habit of continuous improvement & quality consciousness in the performance of the operations teams within the systems and infrastructure constraints.
- Handling vendors during the month end when the volumes is too high and to ensure the applications for new numbers are data captured in TAT and Dedup FT NTO cases are processed as per prescribed SLAs.
- Informing the changes required to be done in business rules at the data capture team for frequently encountered errors.
- Ensuring service standards being met in a consistent manner in-spite of fluctuations in volumes.
- Training Temp staff during volume spikes
KRA (Accountabilities) (Max 1325 Characters)
Supporting Actions (Max 1325 Characters)
KRA1
Maintain & furnish data required by
the management so that they are
aware of work load within the
department
1. Collating the data of the application received with errors from the vendors and share analysis of such errors so that managers can take preventive actions towards reduction/elimination of errors.
2. Preparing and providing the daily MIS of the cases received and pending at vendors end for Premium Paying change desk
3. Collating and providing the data capture error MIS to the Data Capture team for including the same in to error report which is shared with the vendor and VMG team for penalties to be levied as per the agreement and also ensuring the same errors doesn’t occurs in future.
4. Maintain the attendance data of the outsourced team members.
5. Ensure periodic updation of SOPs for premium paying change desk and business rules for vendor.
KRA2
Coordinate with the
internal & external (vendor) team and
to ensure all activities are actioned as
per TAT.
1. Coordinate with the internal & external (vendor) team and to ensure all activities are actioned as per TAT.
2. To ensure completeness of the work assigned within the stipulated time frame.
3. Coordinating with the vendors for data capturing of application for new number cases and Fund Transfer Dedup cases as per the prescribed TAT and to get the same uploaded in system for earlier issuance.
4. Coordinating for any systems and development related issue.
5. Support the Manager in creating prescribed process rules for the Vendor.
KRA3
Interaction with internal & external customers and Lead project for process betterment as well as resolve and address customer queries and complaints.
1. Coordinate with branches clarification/documentation on change requests received at Premium Paying change desk through Talisma and emails.
2. Identify, participate in cross-functional teams and contribute towards various initiatives and processes while continuously meeting the prescribed norms.
3. Resolve all complaints within prescribed SLA/TATs
KRA4
Prepare daily MIS and actionable to be shared with the reporting manager with status on each actionable on a daily basis, as well as enable and execute projects within Printing & Despatch team for improvements in processes, systems
1. Assist in preparation of monthly MIS such as MA Report, Ops Loss database, Exception Done database.
2. Assist in collation of data for internal audit and risk related activities for the Premium Paying Desk
3. Suggest projects in Premium Paying Desk function based on past performance, feedback from clients for process enhancements and resource optimization.
