AU Small Finance Bank - Vice President - Operations & Retention

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