Junior Executive Operations

Real Time support Escalation Monitoring

• Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT.
• Prepare regular dashboards circulate to concerned process owners regarding the queries raised under respective process with status flags.
• Prepare present dashboard for NHOD on various queries raised by sales team resolution TAT maintained w.r.t to various query categories propose solution to minimize the queries going forward.
• Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working day
• Endorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working day
• Customer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day.
• CD Regeneration, based on U/W , ZH approvals.
• RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end

Grievance Redressal Unit

• Act as the registered Grievance Redressal officer for all the channels under Retail Sales function

• Conduct root cause analysis of all problem statements received from Intermediary customers
• and highlight the true picture/concerns to the NHODs and senior management

• Revisit all complaints and grievances to fix the existing processes, bridge the gaps (if any)
• and redesign SOP on 80:20 principle in close collaboration with NHODs