Job DescriptionJob TitleDeputy Manager – Field OperationsLocationTrichyDepartmentOperationsFunctionOperations - AgencyReporting toManagerBand5BKey Responsibilities/ Key Deliverables:
Resource planning for the Scanning Hub and other offices of the region.
Responsible for the region for activities of New Business, POS and Finance for the cluster.
Responsible for operation training programs clearing assessments
Ensuring adherence to documented processes, procedures and controls.
Ensuring efficient operations by maintaining speed and accuracy.
Liasoning with other support units at Home Office (such as Finance, Facility, IT) to ensure that all local operational issues in the region are resolved.
Ensuring MIS and dashboards are published for the region daily to the GOs and Management Team.
Budgeting and implementing cost control measures in the region.
Managing the payments and monitoring of centralized facility services in the region.
Managing POS / Claims related activities for the region.
Efficient premium management.
Managing the medical network in the region.
Empanelment of diagnostic centers
Coordination of medical check-ups
Ensuring good quality of medical tests.
Surrender Retention:
Ensure maximum retention in the cluster
Ensure reduction of Surrender in the cluster
Ensuring satisfaction level of internal and external customers.
Ensure Frontend effectiveness
Ensure compliance adherence and managing facilities for the region
Ensure Reduction of Business Leakage
Ensure timely closure of Complaints
Capturing Complaints / queries in CSMS
Maintain Accuracy
Maintain Quality
Measures of Success:
Applied to paid ratio
Regional Management team and other channel heads satisfaction scores
Internal External customer satisfaction scores
C-SAT Top 2 Box - 65%
CSMS Accuracy – 75%
VOC Top 2 Box -75%
Process parameters
100% QC and scanning on the same day of proposals received within the cut-off timeline for the day
Scanning of Applications on the same day of receipt from GO’s.
Timely Dispatch of all Documents to HO from Scanning
Banking of all instruments, i.e., initial and renewals within next banking day of receipt
100 % of POS and other documents (CO acceptances, Add Info resolutions, policy pack acknowledgements, etc.) dispatched to Scanning Hub for Scanning
Less than 3% HO discrepancy rates (POS + NB+ Agency Contracting)
Surrender Retention Target achievement
Audit ratings of 2 or above
Maintain Leakage 3 %
