State Manager - Zonal Operations - Mumbai

Job Description

1) JOB PURPOSETo manage daily operational workflow of the assigned branches through effective monitoring, supervision and control.To ensure speedy and error free issuance, smooth functioning of financial processing including receipting and payment processing as per the laid down processes, quality customer service and enhancing persistency levels, in a dynamic business environment with frequent regulatory changes through a geographically scattered teamEnsuring smooth services offered to Customers and stakeholders.To drive for revenue conservation across assigned branchesEnsuring smooth execution of complete and efficient sales support activities across branches.Control risks & revenue loss in operational and financial processes and take corrective action. 2) DimensionsWhat are the areas (in quantitative terms) the job has an impact on DimensionRemarks1.Manpower (Nos.)20-30Number may vary based on size of the branch, AM strength, inforce policy base and projected log in2.No. of Branches15-20Based on geography and volumes3) JOB CONTEXT & MAJOR CHALLENGES(What are the specific aspects of the job that provide a challenge to the jobholder in the context of the Unit/Zone Key Challenges for the role:The challenge is to overcome Systems and infrastructure constraints [particularly in small towns] in the smooth processing of pre & post issuance & accounting operations in a high growth and fluid environment.To ensure service standard being met in a consistent manner in spite of fluctuations in volumes.Continuous review of processes and first level approval of deviations of a minor nature from standard process and practice.Handling Sales behaviour effectively in order to ensure compliance to internal and external guidelines.Managing multiple resources who operate out of different geographical locations in the territory.Skilling team members in diverse and complex processes and ensuring productivity immediately on joining.4) PRINCIPAL ACCOUNTABILITIESAccountabilitySupporting ActionsNew business - Policy Issuance, Servicing Revenue Generation, Revenue Conservation & Financial Process ControlOperationsMaximize Business conversion ( Issuance %) all channels by Achieving 90 % login to issuance conversion on monthly basis on NOP & FP (net of Leakages & rejections)Ensure High level of FTR in respect of all transactions/request sent to central teams both in Issuances & processes with 100% closure for Query/Resolution/ComplaintsEstablish adequate follow-up mechanisms and monitor the same at the branches to increase the Issuance to Submission Ratio as per targets. Implement & Establish controls and quality checks at branches and monitor the same at the branches, lowering New Business & UW discrepancies vis--vis set benchmarks. Put in place mechanisms to minimize New Business Leakages in form of CD / FL / Rejections Collaborate with Branch / HO teams for implementing new processes which are initiated to ensure process compliance.Ensure adherence to laid down accounting procedures and complete documentation is done in the required form within timelines.Provide adequate support in decentralization objective of the company.Act as whistle blower for the branches under purview.AccountsEnsure financial processes across assigned branches related to receipting, collections, banking, expenses accounting, petty cash disbursement, asset reconciliation and tax payments are carried out in a timely and accurateEnsure expenses are incurred in a prudent manner and are in line with budgets.Operations and AccountsEnsure timely resolution of operational & Accounts related issues of the assigned branches.Customer ServiceTo Ensure 100 % FTRs in Queries and requests received across branches under span of controlTo ensure Timely closure of complaints assigned to central ops teams within prescribed TATEnsure timely and accurate processing of post issuance transactions and resolution of customer (both internal & external) queries and complaints. Establish mechanisms for processing of complete and valid requests only and monitor the same.Ensure timely resolution of internal and external customers for queries and complaints received Ensure all customers / advisor service request are accurately actioned within the stipulated time limits as per company/regulator standards.Ensure all post issuance service requests are processed with accuracy by branches and tracked till resolutionEnsure accuracy with respect to customer service requests/death claims to ensure adherence to overall turnaround time leading to customer satisfactionDrive 1st contact customer service related requests resolution, customer complaint resolution, participation in persistency initiatives, traction of issue resolution and coordination with central / Branch process owners.Revenue Conservation & GenerationVisit clients for complaint resolution or as part of persistency initiatives as per directives from zone / head office operations on need basis.Share feedback & suggestion to improvise customer service via channels specified by company.Guide team members on ways & means to retain customers when they approach for Freelook / surrender / discontinuation of policiesActively engage team members through upsell to generate revenue for the business by way of Riders & top up adding, increase in sum assured etc to incremental premium for the CoStakeholder EngagementPersonally engage with Sales teams across all channels present in branches under span of controlDaily engagement with high producing distributors to address their concerns Follow up with customers for requirement submission and other requisitions MIS management and dissemination for ops & accounts and Ensure compliance with all operations and financial processesCollate inputs/data on various accounts and operational front from reporting branches and present the same with appropriate commentary.Ensure reporting of MIS for accounts and operations analysis is prepared on time.Ensure compliance with all operations and financial processes to ensure service standards are met.Customer Contactibility , & PersistencyEnsure updation of contact details of policy holders and intermediaries in the system through coordination with sales force and customers during customer visits to the branch.Ensure facilitation of renewal collection in coordination with sales force by ensuring that renewal information reaches branch sales force.Ensure servicing of No Advisor Policies.Facilitate allocation of NAP policies to active advisors as per HO guidelines. Ensure accurate reinstatement requirement as per set guidelines.Support Corporate / Branch Operations in data cleansing exercise for both internal & external customers based on undelivered communications.Participate & ensure participation of BOEs in persistency drives to achieve high persistency & customer retention levels.Branch GovernanceEffective supervision of contol mechanism at branchesEffectively handling Internal & External AuditsEnsuring no high risk points are raised during auditsAll All Audit points are closed in given prescribed time Digital AdoptionTo ensure that branches effectively adopt to the digital initiatives taken up Organisation viz. Agile Usage / Niray Usage /Intraction in CRM for Q&C Surrender retention attempt through DSS.People ManagementUtilize people resources effectively to improve resource productivity at branches. Participate in staffing process of branch operations executives.Identify training needs of Branch Operations Executives (BOE) and ensure they receive relevant trainings.Train BOEs on basic processesManage performance of the team through performance appraisal, effective coaching and counselling.Manage attrition.Develop individual & team competence to achieve overall effectiveness & manage attritionAdmin/ front office and sales support activities for branches which have only one BOE and no Sales Support Executive.Ensure that the CSEs in branches are adequately trained to execute additional responsibilities of admin and sales support effectively.Seek reports on the admin, front office and sales report activities on a regular basisMonitor performance of these executives and seek feedback from Branch Heads to enhance performance.Ensure adherence to cost effectiveness and internal guidelines while ensuring delivery of these responsibilities.Qualifications:Any GraduateMinimum Experience Level:5-8 Years

Keyskills :
zonal salesoperations managementstate