Job Description

Team Lead - L&P / Team Manager - L&PQualification:Graduate (exclusion: BE/BTech/MCA) or High School graduate as may be applicable in the GeoResponsibility:Business / Customer: -

• \xe2\x80\xa2Articulate/ communicate in a manner which is understood by clients / endusers.

• \xe2\x80\xa2 Effectively communicate information on products/services or trouble shoot issues within the specified time frames as agreed upon with the Customer, in a manner that is understandable by the end User/ customer.

• \xe2\x80\xa2 New Business process such as Plan set up, Policy creation, Documentation collection & Review, seeking regulatory approvals, Policy despatch, Reinstatements, Endorsements, Renewals, product conversions, underwriter support, Authorizations, Binding, quotes and Policy Issue, Group Benefits plan updates, Agency , broker and Vendor support such as respond to queries, commission calculations & pay out, contract renewals, Agent licensing, Policy owner services, Change endorsements, cancellations, transfers, product conversions, coverage extensions, and call handling, fund switch, loans, disbursements, Reserve Management, Suspense management, repayments, over payents, Roll overs, posting defined contributions, defines benefits, 401k, 403B, funds file management, return payments, withdrawals, rconciliations, wire transfers, ACH handing, respond to queries via calls or email regarding any of the indicative trasactions listed above.

• \xe2\x80\xa2 Claims management Claim registration through calls or emails related to death claims, disability claims, surveyor document review, trasncription, Investigation, Assignments, Fraud management, Legal documents, invoices, Appeals,, Tax compliance,Statutory and Legal reporting requirements.

• \xe2\x80\xa2 Ensuring that information for new/existing policies or plans are recorded in the system, makes Policy amendments as requested by Contract Owner/participant , process claims.

Project / Process::

• \xe2\x80\xa2 Ensure process guidelines are followed and met as documented.

• \xe2\x80\xa2 100% Process adherence to transaction processing timelines involving Moneyin, Moneyout, Enrollment processes of annuities to avoid back dated transactions and other measurable metrics.

• \xe2\x80\xa2 Process predefined number of transactions as assigned.

• \xe2\x80\xa2 Meets internal process metrics related to transaction processing involving MoneyIn, Moneyout, Enrollment, death, liquidation processing etc, (such as productivity, quality, Consistency Index what is this we don\'t measure this ), as defined for the subprocesses.

• \xe2\x80\xa2 Adhere to shift handover processwhat is this.

• \xe2\x80\xa2 Record data relating to production statistics, enduser related notes, etc as appropriate.

• \xe2\x80\xa2 Provide updates and submit reports related to own area of work.

• \xe2\x80\xa2 Connect with the customer & provide highest level of satisfaction to the customer.

• \xe2\x80\xa2 Strive to understand and resolve issues/queries at the first instant.

• \xe2\x80\xa2 Capture predefined policies/amendments in the client system during a business day.

• \xe2\x80\xa2 Record the output in the system provided by Cognizant.

• \xe2\x80\xa2 Perform rework on policies which were not processed First Time Right.

• \xe2\x80\xa2 100% adherence to the legal guidelines as per the business framework.

• \xe2\x80\xa2 Adhere to audit compliance (SAS 70, Statutory Audit) of all annuities processes as laid out in process documentation.

• \xe2\x80\xa2 Respond to data requests.

• \xe2\x80\xa2 Highlight process related issues / concerns proactively with TL/TMs.

• Record data relating to production numbers, enduser related notes, etc as per the requirement of the process :
• \xe2\x80\xa2 Refer to knowledge updates/ repositories to effectively process transactions.

• \xe2\x80\xa2 Resolve process related queries within defined timelines with process leads and team leads.

• \xe2\x80\xa2 Resolve process related queries and expedite data requests.

• \xe2\x80\xa2 Contribute/update knowledge repository to ensure adherence to make more generic to fit all claims processes for claims processes.

• \xe2\x80\xa2 Process more than one item type/item types having higher complexity related to Claims processes such as claims intake, medical writing, claims processing for P&C, Life claims, claims processing on numerous admin systems, manual processing.

• \xe2\x80\xa2 Implement small process improvement projects.

For Data processes:

• \xe2\x80\xa2 Process DC / DB transactions.

• \xe2\x80\xa2 Review the document received from participant/Annuitant/Employer/Custodian/ Insured/ Owner/ Insurer to decide, \xe2\x80\x9cIn Good Order\xe2\x80\x9d or \xe2\x80\x9cNot in Good Order\xe2\x80\x9d based on the documented procedure (provided by the client).

• \xe2\x80\xa2 Analyze available data for underwriters wrt mortality, accident, sickness, disability, and retirement rates.

• \xe2\x80\xa2 Ascertain premium rates required and cash reserves necessary to ensure payment of future benefits.

For Voice processes:

• \xe2\x80\xa2 Answer calls from customer/end user based on agreed time frames.

• \xe2\x80\xa2 Transfer calls involving next level of service to the appropriate department as per the given guidelines.

• \xe2\x80\xa2 Effectively resolves queries/issues the first time.

• \xe2\x80\xa2 Perform root cause analysis on the errors made by the team members.

• \xe2\x80\xa2 Participate on the review calls with the Process owners while playing the role of individual contributor.

• \xe2\x80\xa2 Partcipate as potential seed resources for staffing new engagements.

• \xe2\x80\xa2 Accurately record summary of interaction in the system.

• \xe2\x80\xa2 Service clients regarding financial plans utilizing knowledge of tax and investment strategies, securities, insurance, pension plans, and real estate.

• \xe2\x80\xa2 Assessing clients\' assets, liabilities, cash flow, insurance coverage, tax status, and financial objectives to establish investment strategies.

• \xe2\x80\xa2 Providing Annuity account value and any surrender charges.

• \xe2\x80\xa2 \xe2\x80\xa2 Gather missing information or to take a confirmation on the request received as per standard operating procedure (SOP) from the customers.

• In the absence of the PL and TL, perform the following tasks when assigned:
• \xef\x82\xa7 Handle escalation calls.

• \xef\x82\xa7 Manage service levels on a daytoday basis.

• \xef\x82\xa7 Manage break schedule on a day to day basis.

• \xef\x82\xa7 Communicate and manage transport delays.

People / Team::

• \xe2\x80\xa2 Act as a buddy for New Hires.

• \xe2\x80\xa2 Active participant regarding process improvement ideas on productivity, financial accuracy and consistency index.

• \xe2\x80\xa2 Perform root cause analysis on the errors made by the team members.

• \xe2\x80\xa2 Potential seed resources for staffing new engagements.

• \xe2\x80\xa2 Contribute to and participate in knowledge sharing sessions.

• \xe2\x80\xa2 Conduct refresher training.

• \xe2\x80\xa2 Completes all mandatory assessment/ certifications as applicable like LOMA Fundamentals, Antimoney laundering training (AMLO), Continuing Education Requirements.

• \xe2\x80\xa2 Align individual goals with team objectives (work cohesively with the team).

• \xe2\x80\xa2 Collate team performance data for reporting purposes as and when requested by Process and Team Lead remove per above detail provided.

• \xe2\x80\xa2 Record attendance and time sheet related data.

Must Have Skills

• Speaking English

• MS Excel

• MS Office

Cognizant