Talent Acquisition & Talent Partner at AU Bank
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AU Small Finance Bank - Vice President - Operations & Retention (10-15 yrs)
Job Responsibilities
- Financial-Budget/Sales/Cost head/Profit head
- Customer
- Internal Process
- L&D - Manage end to end New Business Process and Renewals Process along with all Life Insurance Partner
- Monitor the TAT for each level of process and minimize the same
- Design and Implement the Digital journey with Tech partner and Insurance partner to enhance the sales process
- Manage the Claims for Retail and Group Polices and ensure the best claim servicing experience
- Design the Service Excellence process for Customer query, complaint, Claims, even if the customer have not bought the policy from Bank
- Create and manage the Renewals campaigns for deliver 95% + Persistence
- Ensure and adhere all the regulatory compliance laid down by RBI, IRDA, SEBI and other authorities
- Manage the Insurance inbound and outbound call center
- Design & Implement the customer advocacy plan and programs
- Monitor the Loyalty Programs for customer along with other product verticals
- Design and implement the service to sell model based on data analytics and build in service journey \
- Launching of New Product & Campaigns along with Insurance and Teach Partners
- Build the ONE CLICK policy buying Journey
Performance Measures
Measure Deliverable from the role Key Outputs/Results from the Role
- Business Leakage should not be more than 2%
- Log in to Insurance conversion should be > 98%
- All BQI should be within limits agreed between Insurance partners
- Implementation of Digital products within timelines along with compliance adherence
- Go to market time for New Product and Campaigns
- Conversion of Lead on any New Campaigns
- Business through Customer referral @ 10% on
- Have the SOP and Process defined for all the projects in place
- Provide the Management with sales reports on a weekly/monthly basis
Experience
- Specific
- Overall - 10 + years of experience in operation and claims servicing on Life, health or General
- Must have business analytical skill
- Have Black Belt Six Sigma Experience
- Strong customer service background Essential Sound knowledge of the practical application of a sales department
- Experience of building relationships with customers Essential Cross-discipline team working
- Able to provide evidence of working in a target related environment
- Can demonstrate the ability to go the extra mile, to exceed expectations
- Track record of understands how to reach and identify prospective customers
Functional Competencies
- Advance Excel with VB and Macros, SQL database SAS
- Must have experience in underwriting and Re insurance treaty
- Knowledge & experience of enterprise selling & relationship management with partner companies. Proven results driven sales experience in financial services,
- Must have worked on digitization of Process.
- Self-Driven & Proactive
- Result Oriented with a positive outlook
- Well-presented and business-like - Good speaking & writing skills
- Stable career history, Exceptional work ethic & drive, Willing to travel
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