Job Description

Job Title : Deputy Manager - OperationsPositionDeputy Manager-OperationsNo. Of Positions1DepartmentOperationsFunctionOperations - AXISReporting toChief Manager - Axis OperationsBand4LocationDelhiLast date of submissionKey Responsibilities:1) DRIVING OPERATIONAL EFFICIENCIES\xc3\xbc Weekly/Fort-nightly Governance calls/Meetings\xc3\xbc Monthly FWG with Bank and Distribution\xc3\xbc Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster\xc3\xbc MOM drive and ATR resolution2) DISTRIBUTION ENAGAGEMENT (Circle/Cluster)\xc3\xbc Weekly/Fort-nightly Governance calls/Meetings\xc3\xbc Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster and Branches\xc3\xbc MOM drive and ATR resolution3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head4) TRAINING : Train and educate bank staff on the various ops process and new initiatives and address FAQsMeasure of Success:\xc3\x98 90% M0 issuance and 94% M2 Issuance\xc3\x98 100% Customer Service and complaint resolution within TAT\xc3\x98 Customer retention and reduction in leakage (less than 6 % pre and 2% post)\xc3\x98 Freelook retention- 25%\xc3\x98 Maintaining Grievance Incident Rate-GIR/ E2R- 60%\xc3\x98 Ops process awareness and trainings in Bank and Distribution team on ops processes and policies\xc3\x98 Meet the renewal / persistency targets- 13 m: 82% & 14 m: 87%Desired qualifications and experience:\xc2\xb7A Graduate/MBA\xc2\xb7Experience of 7-10 years plus in operations or customer services in a financial services industry.Knowledge and skills required:\xc2\xb7Good communication skills\xc2\xb7Customer centric approach\xc2\xb7Process documentation and systems approach\xc2\xb7Previous experience preferably in relationship management and cross functional engagement\xc2\xb7Computer skills in using databases and office management software including spreadsheets/presentation skills.Job Title : Deputy Manager - OperationsPositionDeputy Manager-OperationsNo. Of Positions1DepartmentOperationsFunctionOperations - AXISReporting toChief Manager - Axis OperationsBand4LocationDelhiLast date of submissionKey Responsibilities:1) DRIVING OPERATIONAL EFFICIENCIES\xc3\xbc Weekly/Fort-nightly Governance calls/Meetings\xc3\xbc Monthly FWG with Bank and Distribution\xc3\xbc Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster\xc3\xbc MOM drive and ATR resolution2) DISTRIBUTION ENAGAGEMENT (Circle/Cluster)\xc3\xbc Weekly/Fort-nightly Governance calls/Meetings\xc3\xbc Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage) for Circle/cluster and Branches\xc3\xbc MOM drive and ATR resolution3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head4) TRAINING : Train and educate bank staff on the various ops process and new initiatives and address FAQsMeasure of Success:\xc3\x98 90% M0 issuance and 94% M2 Issuance\xc3\x98 100% Customer Service and complaint resolution within TAT\xc3\x98 Customer retention and reduction in leakage (less than 6 % pre and 2% post)\xc3\x98 Freelook retention- 25%\xc3\x98 Maintaining Grievance Incident Rate-GIR/ E2R- 60%\xc3\x98 Ops process awareness and trainings in Bank and Distribution team on ops processes and policies\xc3\x98 Meet the renewal / persistency targets- 13 m: 82% & 14 m: 87%Desired qualifications and experience:\xc2\xb7A Graduate/MBA\xc2\xb7Experience of 7-10 years plus in operations or customer services in a financial services industry.Knowledge and skills required:\xc2\xb7Good communication skills\xc2\xb7Customer centric approach\xc2\xb7Process documentation and systems approach\xc2\xb7Previous experience preferably in relationship management and cross functional engagement\xc2\xb7Computer skills in using databases and office management software including spreadsheets/presentation skills.

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