Manager- Branch Operations

Streamlined Operations Processing

• Process new business (scanning, QC, welcome calling etc.)
• Support resolution of field actionable:
• Discrepancies
• Add info
• Counter offers
• Managing end-to-end WIP
• Meet the renewal targets assigned at a branch, cluster and circle level

Liaisoning

• Liaisoning with other support units at Home Office (such as Finance, Administration, NB, Renewals, Claims, IT) to ensure that all operational issues of the Hub are resolved

Reporting and Customer Service

• Ensuring MIS and dashboards are published / shared with the required teams
• Follow through on all customer service requests to ensure all requirements are submitted in one go
• Help resolve all customer complaints pertaining to the hub including follow up with the bank and distribution team for the same

Compliance and Quality

• Ensuring 100% compliance in all established processes and procedures
• Implement key initiatives and mission levers in the Hub
• Quality initiatives and process standardization across Hub

Preferred Candidate Profile

Job Specifications

• A Graduate / MBA
• Experience of 4-5 years plus in operations or customer services in a financial services industry

Knowledge & Skill Matrix

• Good communication skills
• Customer centric approach
• Process documentation and systems approach
• Computer skills in using databases and office management software including spreadsheets / presentation skills