Operations

A Position Overview

Position Title

Branch Operations Executive

Department

Operations

Level/ Band

201 / 251 – Executive / Senior Executive

Role Summary: Responsible for Issuance maximization, Operations support, Back-up operations, Drive new process initiatives.

B Organizational Relationships: Efficiently coordinate between the various sub functions of the Operations Team to ensure that the efficiency of the process is the highest

Reports To

Branch Operations Incharge /Manager

Supervises

NA

C Job Dimensions

Geographic Area Covered

Branch office

Stakeholders Internal

Advisors, Agency Managers, Operations-HO , HR , Internal Auditors / Compliance Review team , All Sales Channels

External

TPA’s , Claimants , Claims Investigators , Customers , Channel Partners

D Key Result Areas

Organization processes

Key contribution

Issuance
maximisation
.

· Ensure new business gets Data Entered at Zone as per SLA.

· Ensure Auto – underwritable case gets issued as per SLA.

· Monitor pending management, resolve collection in co-ordination with Sales.

· Prepare and share MIS on pending and issuance with Sales, Channel, Zone and HO.

· To maintain high issuance target.

Operations support.

· Co-ordinate with Scanning hub for timely scanning of branch new business.

· Manage pending scanning and resolution between Sales, Scanning hub and HO U & I.

· Ensure undelivered document management as per process.

· Manage BREs, POS requests, reopening process, uncollected TRs as per process.

· Manage freelook change and cancellation process.

· Monitor branch for undelivered documents / refund cheques and monitor HNI cases and CRM related activities.

· Answer non-routine queries which are not resolved by the front desk.

· Review DCs under TPA tie-up for quality feedback.

· BPQA Audit

· Project test

Back-up operations

· To get acquainted with CSO, DOPS and Cashiering process so to manage back-up of these functions when reqd..

· To work as back-up of BOI/BOM during absence.

· To get acquainted on administration, facilities, IT and vendor management issues.

Drive new process initiatives

· Undertake process improvements like new business submission, Branch Ops processing, financial transactions, and faster

MIS & Reporting

· Coordinate with Branch and HO for MIS for new business.

· Prepare and analyse various daily reports and forward to the Operations and channel partners

· Undertake feedback and follow-up review for new business.

Ensure adherence to BOE SOP

· Ensure adherence to BOE SOP

· Conduct training for BA and advisors to increase issuance and pending resolution.

Risk

· Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changes

E Skills Required

Technical

Behavioral

Essential

Desired

Interpersonal skills

·

Communication skills

·

Creative thinking skills

·

Supervising/Leadership skills

·

Teamwork Skills

·

Influencing skills

·

Relationship Building skills

·

Decision making skills

·

F Incumbent Characteristics

Essential

Desired

Qualification

Graduate

Experience

2-3 years