Aegon Life - Senior Manager - Quality Assurance

Reporting to Head: Customer Services & New Business Operations

Function: Customer Services & New Business Operations

Key Purpose:

The purpose of this position is

- The role incumbent has to co- ordinate with all business aspects (Viz- SLA, Quality, Assessment, Training Inputs, & Process Creation/ Improvements)

- The role holder requires to track workflow leading to continuous improvement in SLA

- To conduct random audit check of the work done by Customer Service & New Business Operations

- The role incumbent has to continuously improve the Process (By ideating system enhancements and Process enhancements) and implement the new processes and systems.

- To Handle Projects which will increase the enhance productivity and customer experience

- Responsible to Manage QC Team

- Preparing Daily MIS weekly and Monthly MIS

Key Responsibilities:

- To monitor daily and weekly performance of various aspects pertaining to Customer Service & New Business Operations

a. Monthly Quality Score

b. Monthly Dashboard

c. Endorsement

d. Self-Audit Checklist

e. Pending WIPs tracking

f. Inventory check (Pending /System Issue WIP Clearance)

g. Quality Team daily & Monthly Productivity Vs Efficiency

h. Automation of Quality to improve TAT

- To conduct Weekly Meet with Stakeholder - For tracking of issues and Reducing Error and improving Accuracy

- To conduct Monthly Dashboard Review with Internal Stakeholder to understand and resolve concerns and highlight issues.

- Generation of Ideas and working through until implementation

- To maintain zero Tolerance level across processes and transactions

- To adhere to SOP and IRDA guidelines

Key Skills/Knowledge:

- Trained on process improvements & design

- Experience in setting up new processes

- Process redesign

- Setting up Digital Customer Journeys

- Trained on Quality Assessment

- High levels of Customer Centricity

- Excellent communication skills including negotiation skills and inter-personal skills

- Excellent Relationship Management skills to develop and forge key professional relationship across functions

- Project Management Experience

Key Critical Competencies:

- Excellent Team Management Skills to manage call center and non-voice processes

- Ability to work as a team member within high performing peer-level team

- Ability to drive high performance including providing challenging tasks to high performing team members

- Ability to initiate and manage medium sized project including its effective implementation within pre-defined time table.

Profile:

- Graduate /Post Graduate

- Six Sigma - Green/ Black Belt or similar

- Experience in Insurance (preferable Life) industry. About latest 24-36 months in managerial position

- Minimum years of experienced required : 7 years

- Team Handling

- Good In Excel

- Prepare MIS and PPT

- Should have experience in using new technologies

- Should have successfully led a medium/ small project implementation

- Insurance domain knowledge would be an advantage but not a pre-requisite.