Chief Operations Manager

Role: Lead - Policy Servicing

Title: Chief Manager / Assistant Vice President - Operations

Education: Graduate / Post Graduate

Experience: 10 years +

Work Location: Goregaon (East), Mumbai

Job Responsibilities

• Lead the payout team to efficiently manage and address customer requests well within defines TAT
• Develop and implement policy owner services and procedures
• Develop strong inter and intra department relationship
• Regular communication to the team on process/ developments made within the company
• Define and communicate policy owner service standard/ TAT.
• Monitor the daily operations of the payout team.
• Ensure the necessary resources and tools are available for quality policy owner service delivery.
• Ensure accurate and appropriate customer communication for all payout process.
• Ensure adherence of payout requirements and built robust controls on transactions and documents.
• Ensure accurate reporting to regulators as per defined regulatory calendar.
• Estimate the yearly forecasting for payout request and headcount requirements.
• Take corrective action and implement initiatives basis detractors feedback to improve NPS scores.
• Facilitate audits and ensure satisfactory rating in all internal and external audits.
• Ensure dashboard/ scorecard is maintained and published on timely manner.
• Adherence to defined KPI parameters
• Evaluate performance and identify & address training needs of the team.