Job Purpose
To ensure seamless end-to-end transaction processing with high accuracy, superior customer experience, regulatory compliance, and effective stakeholder management. The role is responsible for maintaining operational efficiency, managing audits and inspections, driving process improvements and automation, and supporting team development initiatives.
Key Responsibilities
1. Transaction Processing & Operational Excellence
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Ensure end-to-end transaction processing within defined Turn Around Time (TAT) benchmarks.
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Maintain high accuracy standards while processing all types of transactions related to Group Credit Life.
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Adhere to regulatory guidelines, internal policies, and operational procedures.
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Monitor productivity metrics and ensure achievement of operational targets through CRM tools and monthly reporting.
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Identify operational gaps and implement corrective actions to improve service delivery.
2. Stakeholder & Customer Management
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Deliver superior customer experience through timely and effective resolution of customer queries and complaints.
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Ensure all customer queries and complaints are addressed within defined timelines.
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Collaborate closely with Sales, SFT, and internal stakeholders to drive smooth coordination and customer satisfaction.
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Conduct regular stakeholder meetings for end-to-end coordination and issue resolution.
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Build and maintain strong relationships with internal and external stakeholders.
3. MIS Reporting & Service Delivery
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Prepare and submit accurate MIS reports within stipulated timelines.
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Develop and maintain standardized reporting mechanisms and dashboards.
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Analyze operational data and provide actionable insights for business improvement.
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Ensure all customer communications and responses are delivered within service standards.
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Track service metrics and continuously improve operational performance.
4. Compliance, Audit & Process Automation
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Ensure adherence to compliance requirements across all operational activities.
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Support internal and external audits by providing required data and documentation within agreed timelines.
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Ensure timely closure of audit observations and regulatory inspection findings.
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Monitor and manage mock inspections and compliance reviews.
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Identify opportunities for process improvements and automation.
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Drive automation initiatives, including sub-process automation, to enhance operational efficiency and reduce manual intervention.
5. Team Development & Knowledge Management
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Identify team training needs and conduct regular training sessions.
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Ensure adequate skill development and capability enhancement for team members.
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Facilitate knowledge sharing and cross-training within the team.
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Create process backups and ensure continuity for all critical activities.
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Promote a collaborative and high-performance work environment.
Key Performance Indicators (KPIs)
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Transaction processing within defined TAT
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Accuracy and productivity levels
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Query and complaint resolution timelines
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Stakeholder satisfaction scores
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Timely and accurate MIS reporting
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Audit and compliance adherence
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Process improvement and automation initiatives
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Team development and knowledge management effectiveness
Required Skills & Competencies
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Strong operational and process management skills
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Excellent stakeholder management and communication abilities
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Analytical and MIS reporting capabilities
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Knowledge of compliance, audit, and regulatory frameworks
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Problem-solving and process improvement mindset
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Team handling and training capabilities
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Proficiency in CRM tools and MS Office applications
Preferred Qualification & Experience
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Graduate/Postgraduate in any discipline
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Relevant experience in Operations, Customer Service, Insurance Operations, or Process Management
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Experience in handling audits, MIS reporting, and stakeholder management preferred
