Team Member-Operations & Grievance Retail Sales
ConfidentialIndia11 days ago
Job descriptionAct as the registered Grievance Redressal officer for all the channels under Retail Sales function Conduct root cause analysis of all problem statements received from Intermediary & customers and highlight the true picture / concerns to the NHODs and senior management Revisit all complaints and grievances to fix the existing processes, bridge the gaps (if any) and redesign SOP on 80 : 20 principle in close collaboration with NHODs Address and provide resolution to all IRDA queries related to Retail Sales functions Ensure 100% closure of all internal and external audit observations within TAT Maintain complaint report and publish the same to management on monthly / quarterly basis Co-ordination with department for PDA and NCB clearance. NCB Recovery-Sharing updated NCB details Following up NHOD / ZH / TL / TM for NCB clearance. PDA Clearance- Sharing updated PDA report, Following up NHOD / ZH / TL / TM for PDA clearance Real Time support & Escalation Monitoring Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT. Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags. Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward. Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working day Endorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working day Customer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day. CD Regeneration, based on U / W , ZH approvals. RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end Grievance Redressal Unit Act as the registered Grievance Redressal officer for all the channels under Retail Sales function Conduct root cause analysis of all problem statements received from Intermediary & customers and highlight the true picture / concerns to the NHODs and senior management Revisit all complaints and grievances to fix the existing processes, bridge the gaps (if any) and redesign SOP on 80 : 20 principle in close collaboration with NHODs Address and provide resolution to all IRDA queries related to Retail Sales functions Ensure 100% closure of all internal and external audit observations within TAT Maintain complaint report and publish the same to management on monthly / quarterly basis Co-ordination with department for PDA and NCB clearance. NCB Recovery-Sharing updated NCB details Following up NHOD / ZH / TL / TM for NCB clearance. PDA Clearance- Sharing updated PDA report, Following up NHOD / ZH / TL / TM for PDA clearance
Real Time support & Escalation Monitoring
- Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT.
- Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags.
- Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward.
- Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working day
- Endorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working day
- Customer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day.
- CD Regeneration, based on U / W , ZH approvals.
- RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end
Grievance Redressal Unit
Audits
Departmental co-ordination
Audits
Departmental co-ordination
Skills Required
Root Cause Analysis
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Retail Sales • India
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