Organization: AB Sun Life Insurance Co Ltd
Job Description:
- To track, monitor and ensure policy servicing transactions with 100% SLA adherence for the channel/s with an objective of offering best in class in service TAT and customer experience across the industry through a segmented approach
- This includes pro-active monitoring and resolution of deviations if any, of wide array of transactions coming via all touch points and online sources.
- Implementing strong pro-active governance mechanism which requires very high customer sensitivity and strict process adherence to safeguard the customer interest & Company from any financial loss.
- Effective vendor management and ensure SLA adherence of the channel.
- Working as one point contact for policy servicing unit for the channel.
- Liaison with channel partner, ABSLI operations head for the channel to understand expectation and service needs and implementation at policy servicing unit for the channel.
- Ensure 100% regulatory compliance though offering segmented service to the channel
- Measuring NPS along with Quality of closure across transactions.
- Process benchmarking /assessment to evaluate improvement opportunities and implementation
- Liaising with internal teams - IT, Accounts, Taxation, UW for any issues, open items, automation requirement if any to ensure customer requests are not impacted.
- Manage service differentials for the Company in achieving its current and future growth objectives. Ensuring that service deliverables match the higher expectations of the channel.
- Monitor TAT, Accuracy and Productivity.
- Support channel partner by providing value added services which help to improve distributor and customer engagement.
- Manage proper control over inward and dispatch of documents, cheque and communications to customers and the channel partner by adhering to stipulated turnaround times, accuracy and productivity.
- Ensure accurate and timely interaction management being a critical activity in the process chain and also managing the last mile in delivery of communication on services requests processed.
Qualifications: Graduate / Post Graduate.
Location: G-Corp Tech Park, Thane, Maharashtra, India