Branch Service Manager - Branch Operations -Faridabad

Job Description

Branch Service Manager - Branch Operations -FaridabadA Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthyA Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.ABHICLs vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.ChallengesSales queries resolution in agreed timelinesResolving Walk-in customer queries in time with satisfactory resolutionResolving Active agents queries in time with satisfactory resolutionCoordination with COPS for sales and customers query resolutionFollow-up with sale for Issuance in agreed TATThird party processing unite managementKarvy processing management with utmost accuracyCoordination with Medi assist for arranging and smooth performing customers medical4) Key Result Areas: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)Key Result AreasSupporting ActionsCarry out the receipting process accurately of fresh applications and renewal premium within timelines as per the set process.Check applications/policies for payment.Issue receipts for fresh application and renewal premium for individual, group and rural business.Send original applications & related documents to H.O. /other designated agencies.Follow the receipt cancellation process as & when required.Carry out the banking and reconciliation process of policy cash/Cheque/DD as per guidelines.Generate report for cash and cheque collection from system and reconciliation with physical instrumentMake accurate payment entry & system updation towards cash collections as and when cash premium is received.Deposit cash and cheques with authorized bank and file deposit slip.Co-ordinate with collection bank for any follow ups.Solve reconciliation queries from HOInform H.O.-Banking team, if entire cash or cheque is not picked by bank/collection.Handle petty cash and third party (vendor) and employee reimbursement as per guidelines.Check vendors bill and process payment of vendors.Handover cheques to vendor on timeSend petty cash requisition request to H.O.Keep petty cash within the specified limit.Maintain petty cash registerSend EERS and TERS payment vouchers to H.O.Perform petty cash and vendors ledger reconciliation.Handle the Advisors servicing in coordination with Distribution Management team as per guidelines.Hand-over commission cheque to AM/advisorResolve commission queries of advisor in coordination with Distribution Management team as & when needed.Co-ordinate with Distribution Management team & commission team at H.O. for any discrepancy.Ensure timely receipts and hand-over of TDS certificate to advisors and dispatch the same to concerned team at HOHandle the New Business log in at the branch as per the New Business and Underwriting guidelines to ensure high levels of input accuracy and support in enhancing the issuance to submission ratio.Log in applications at branch and scrutinize as per New Business and Underwriting guidelines in a timely and accurate manner.Scanning & In-warding of discrepant free applications for further processing & issuance.Dispatch and track applications/ supporting documents to vendor/ HO in a timely manner.Coordinate in facilitating medical management in coordination with sales force, PPMC team and medical service providers for faster medical tests by customers and faster movement of medical reports so as to reach underwriting team in least possible time.Highlight cheque dishonor, free look and cancelled applications to the sales force.Coordinate with head office process owners/vendors to facilitate faster decision and better internal / external customer service through faster issuance of policies.Support co- team members and sales force on new business and underwriting guidelines for smooth functioning of entire operations value chainEnsure local dispatch / hand delivery of undelivered policy documents forwarded to the branch.Act as a SPOC between Customer and Head office to ensure speedy and quality customer service.Engage with the customer who walks in to the branch.Ensure 1st contact resolution for customers service related requests and record & track those requests through prescribed systems and ensure closure in coordination with process ownersProcess / forward customers requests as per company guidelines and coordinate with Head Office / vendors as per the timelines prescribed to facilitate faster resolution. Track all branch level customers query and complaints and coordinate with Head Office Process owners for closure.Share feedback & suggestion received at branch to improvise customer service via channels specified by company.Visit customers as per directives of zonal / head office operations on need basis to resolve customer complaints / increase persistency.Scrutinize claim documentation as per set guidelines and coordination with sales force and claimant for speedy fulfillment of claim requirements.Provide support in Customer Services & Persistency Management.Update contact details of policy holders and intermediaries in the system through coordination with sales force and customers during customer visits to the branch.Facilitate renewal collection in coordination with sales force by ensuring that renewal information reaches branch sales force.Participate in promotional activities for alternate mode of payments & initiatives on automated self help for customers.Manage of Operations related communication materials for facilitation of customer service & persistency initiatives.Facilitate servicing of No Advisor Policy by assigning such policies to retention team. Process policy reinstatement requests & process as per set guidelines.Participate in data cleansing exercise for both internal & external customers based on undelivered communications.Handle MIS, process and document management pertaining to Operations & Accounts.Ensure safe custody and management of all policy related documents, tracking and record management.Ensure all existing and new operations processes are implemented and managed as per zonal operations guideline and are complaint to the internal audit guidelines.Prepare daily, weekly and monthly MIS such as daily collection report, accruals, petty cash report etc.Act as whistle blower from branchRender sales support to Branch Head / Relationship Head to ensure smooth business Issuance.1. Assist Branch Head to follow up for New Business Application requirements with the sales force of the branchQualifications:Any GraduateMinimum Experience Level:2-11 YearsReport to:Chief Manager

Keyskills :
relationship managementarea sales