Job Description

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. The company has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plcs ambition to be the best loved and most successful savings and investments company in the world.Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities.JOB DESCRIPTIONJob Title:Insurance Associate \\ ExecutiveReports to:Team ManagerScope of RoleM&G Global Services Pvt Ltd - MumbaiM&G Global Services Pvt Ltd - MumbaiOperations - Customer ServicesKey departments / areas of responsibilityOperationsJob DimensionsFinancialNon FinancialNot ApplicableNo direct reportsOverall Job Purpose

• A key member of Customer Service Operations team, responsible for providing an efficient, effective and compliant service to policyholders.
• Key accountabilities include handling of simple and complex cases, quality in service delivery, accuracy in providing and capturing information while adhering to compliance guidelines and support to team managers.

Key Accountabilities and Responsibilities*Key responsibilities: Wealth Operations, PFP, Adhoc Projects

• To provide customer service to both internal and external customers
• Ensure own work is completed to a high level of accuracy within service level agreements, to achieve regulatory targets
• Maintain and implement personal development plan in partnership with immediate manager
• Identify, facilitate and implement process improvement ideas to improve efficiency.
• Keep own knowledge up to date in relation to servicing/processing/compliance activities
• Execute non-standard cases and manual work that cannot be processed on standard systems.
• Learn all the skills and knowledge that would cover a broad range of servicing activities across regulated products.
• Identify customer needs, providing assistance / information and capturing essential details on the system thereby enabling other departments to fulfil the customer requirements.
• To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.
• To achieve and maintain required level of competency as per the training and competency framework.
• Responsible for the day to day pre sales administration for PFP and servicing of Retirement Account customers
• Responsible for updating details on various systems
• Will also be responsible for sending template letters to customers and at times creating free-form letters to respond to customer queries.

• Handle calls to ceding companies or internal departments within UK if required for some work types

Key InterfacesInternalExternal

• Colleagues
• Process Leaders/Team Managers
• Business Managers
• Service Delivery Areas
• Call Handlers / Processors

• Customers/ Clients
• Financial Advisors

Competence / Knowledge / Skills requiredQualificationGraduateKnowledgeBasic knowledge of computersSkillsGood verbal and written communication skillsAbility to grasp processes and understand the implications of changes in processesAbility to understand customer requirements and apply knowledge & training to different servicing scenariosEye for detailTeam playerWe live by four behaviours at M&G and we ask all our employees to:Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeedEmbrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideasDeliver Results - Focus on outcomes, set high standards and deliver with energy and determinationKeep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate thingsAt M&G Global Services Diversity and Inclusion is a strategic objective. We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationally, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements for any of our roles.ExperienceFreshers eligiblePreference would be given to individuals

• from an insurance background with approximately 1 year experience (Insurance Associate)
• with experience in handling written communication

We live by four behaviours at M&G Global Services and we ask all our employees to:

• Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
• Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
• Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
• Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things

M&G