Assistant Customer Relationship Manager

A Position Overview

Position Title

Branch Operations Executive

Department

Operations

Level/ Band

201-Executive

Role Summary:

• Adhere to cash counter timings
• Cash & Cheque Collections policy premium, Reporting , Lodgments and reconciliation, Bounced Cheque management
• Petty Cash Management
• Support Distribution channels in policy issuance
• Service walk-in customer and attend to their service requirements
• Service to Sales Generate NB opportunity from walk-in customers and assigned outcall campaigns
• Customer retention

B Organizational Relationships

Reports To

Manager / Senior Manager – Field Operations

Supervises

None

C Job Dimensions

Geographic Area Covered

Specified Branch

Stakeholders

Internal

Sales force (all channels)

New business submissions, premium collection activities.

Finance & Accounts

Reconciliation, allocation of funds

Branch operations

Fund related clarifications, Bounced Cheque information.

External

No external interaction to be done excepting agents and BAs

D Key Result Areas

Organization process

Key contributions

Adhere to cash counter timings

• Adhere to cash counter timings as mentioned in the SOPs.
• Control the entry/exit into the cashier room through entry into registers

Cash & Cheque Collections policy premium , Reporting , Lodgments and reconciliation, Bounced Cheque management

• Accept payment towards premium or agent fees and subsequent lodgement of the same on the next day.
• Perform EOD checks for collections in accordance with SOP.
• TR Stationary Management.
• Safe Key Management

Petty Cash Management

• Recording of Petty cash, subjected to approved items mentioned on the lists as per the SOP.
• Accounting for the same as per the SOP formats

Agent Commission Cheques handover

• Agent commission cheques distribution and management in line with SOP norms.

Agent License handling

• Agent licenses distribution and management in line with SOP norms

Customer Service

• Attend to walk-in customer queries and requests and process the same
• Maintain high Branch NPS scores

NB Issuance

• Follow-up and assist distribution channel on policy issuance

Service to Sales

• Do upsell / Cross sell with the help of distribution channel and tap Neew Business opportunity in walk-in customers

Risk

• Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changes.

E Skills Required

Technical

Behavioral

Essential

Desired

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

F Incumbent Characteristics

Essential

Desired

Qualification

Graduate

Experience

2-3 years