Senior Executive - New business Sub process

Handling of below new business activities

• New Business Refund
• Fund Transfer
• NTU/Reopening/Cancellation
• Customer communication
• Vendor Management
• Complaints
• MIS/Report Preparation
• Billing / Provisioning / Documentation
• Risk Management/ Compliance
• Awards & Campaign management

Key Result Areas

Refund (TAT to be maintained as per IRDA regulations, Disbursement & Vendor Recon)

• Collect or download input data from CRM-NCIT/ODS/NBFEUIM/report to derive the final U/W date for refund TAT calculation.

Fund Transfer/ Credit Card Extraction

• FT document verification & adhere scrutiny check points
• Validate collection details for online payment

NTU/Reopening/Cancellation

• Validate the cancellation and reopening request and process in the system
• NTU - Reconciliation to be done based on weekly basis for NTU

Automation of New Business processes

• Check the feasibility for system automation for NB process and raise the CR & PIR wherever required

Customer communication

• Ensure communication is getting triggered on time for the handled process

Vendor Management

• Manage vendors in respective function effectively and in cost efficient manner

Complaints / Escalations

• Ensure to minimize the escalation & complaints for handled process

MIS/Report Preparation

• Based on requirement share the MIS and Report submission

Billing / Provisioning / Documentation

• Ensure Billing, provision & document work happened as per Timelines

Risk Management/ Compliance

• Risk & compliance submission report is important task hence must deliver as per received timelines

Awards & Campaign management

Competencies (Please copy paste from Competency Dictionary)

Proficiency Scale

Proficiency Scale Description

Customer & Consumer Orientation – 2

• Communicates with the customer and consumer to understand their stated needs.
• Provides the expected services, as per the organization policies and procedures.
• Identify gaps with respect to current processes to reduce turn around time.

Business Acumen and Functional Knowledge – 1

• Is updated and aware of the products, systems and regulatory guidelines applicable to the department.
• Possesses thorough knowledge of policy life cycle and policy non forfeiture clauses and conditions.
• Has basic understanding of own role and utilizes required skills and knowledge for own area of work to complete routine tasks.
• Demonstrate basic understanding of SQL & MS Excel.

Collaboration & Networking – 1

• Keeps self aware of the important stakeholders (decision makers & influencers) necessary for delivering results.
• Communicates & connects consistently with colleagues, customers and channel partners to respond and resolve their concerns and queries.
• Remains courteous while dealing with colleagues, channel partners, and customers.
• Seeks guidance in case of ambiguity.
• Proactively observes the customer service practices in other companies and industries and shares information with supervisor.

Decision Making and Solution Orientation – 1

• Understands the urgency and is quick in escalating the matter to concerned authority if required.
• Appears comfortable making routine decisions.
• Identifies & communicates the need for change in own area of operation.
• Identifies & resolves bottlenecks in the change process.

Effective Communication – 2

• Is effective in communicating ideas, solutions, suggestions to customer via email and letters.
• Appropriately expresses ones own opinion.
• Is able to refrain from immediate judgment and criticism of others ideas, delivering criticism in a way that demonstrates sensitivity to others views.
• Acts to understand and respond appropriately to the concerns of others; demonstrates openness and receptivity to new information.

G Skills Required

Technical

• Listening skills, Communication skills, & thorough knowledge of processes and systems
• Data analysis
• Basic Knowledge of Insurance industry preferable
• MS Office (Excels, MS Access and PowerPoint presentation)

Technical

Behavioral

Essential

Desired

• Interpersonal skills – Yes
• Communication skills – Yes
• Creative thinking skills – Yes
• Supervising/Leadership skills – Yes
• Teamwork Skills – Yes
• Influencing skills – Yes
• Relationship Building skills – Yes
• Decision making skills – Yes

H Incumbent Characteristics

Essential

Desired

Qualification

• Bachelor Degree
• Professional Management Qualification

Experience

• 3–5 Years in a Service Sector
• 3–5 Years in Financials Customer Services / Queries handling
• MIS and PPT skills