Assistant Vice President - Differentiated Service Desk

Job Description

1. Position Overview

Position Title

Assistant Vice President - Differentiated Service Desk

Department

Operations

Grade

Assistant Vice President

1. Organizational Relationships

Reports to Direct

Vice President

Supervises

NA

1. Job Dimensions

Ability to handle multiple responsibilities, projects, team of service advisors and distribution stakeholders. Set priorities for ongoing activities and respond positively to demanding situations. Strong work ethics demonstrated ability to interface effectively with diverse groups.

Geographic Area Covered

Pan India

Stakeholders Internal

Advisor, Distribution, HO Operations, Branch Operations, IT, BSG, Finance, Products etc

Roles and Responsibilities of Assistant Vice President

• Manage team of service advisors ensuring end to end service support for TOP advisors
• Inter department collaboration with Underwriting, DOPS, POS, SAU, NB, MMT, Claims, Renewals, BSG, IT, Business etc. for processing of cases, query/service resolution etc.
• Track, analyze and work on adherence & enhancements on adherence to agreed SLA
• Regular training intervention (refresher / process change)
• Publish regular dashboard / update on processing / transaction handling along with SLA achievement
• Quality & process reviews with all stakeholders on regular intervals / during any regulatory or process change for seamless execution and managing top service experience
• Stake holder management (advisor/business/support teams/internal depts)
• Review & Analyze Root Cause/process gap for grievances reported and identify call to action to avoid such instances in future (CAPA)
• Drive Self-service for advisors for faster quicker closure of requirements
• Work on automation / system enhancements to avoid any manual intervention / checks in the process and manage POD

1. Key Result Areas

Project Management / Business Analyst

Good Understanding of life insurance process and systems.

Experience on service / advisor handling

Experience of team handling and driving top quality service experience

Ability to drive system implementation in co-ordination with various stakeholders.

Prioritizing and ensuring the same is tested and moved into production on time.

Ability to drive process change / enhancement for ease of customer, advisor and service desk team

Liaison with HODs for empowering service advisors and driving higher OTC conversion

Participate in requirement gathering secession and ensure requirements are documented and delivered in production.

Co-ordination with Business Users from various functions for ensuring acceptance of the delivered solution.

Monitor Key Business metrics and continuously work to improve the same.

Managing Audit and compliance of the shop and resolve it through continuous detection and closure.

Manage key governance metrics.

1. Skills Required

Technical

Behavioral *

Level 1

Level 2

Level 3

Interpersonal skills

YES

Communication skills

YES

Creative thinking skills

YES

Supervising/Leadership skills

YES

Teamwork Skills

YES

Influencing skills

YES

Relationship Building skills

YES

Decision making skills

YES

• Excellent written and verbal communication
• Excellent in MS office (Visio/ppt, excel, word)

1. Incumbent Characteristics

Essential

Desired

Qualification

Graduate

Graduate + PMP Certified

Experience

8 to 10 years of experience in LI Operations

2 to 3 years of experience in agency channel with exposure to operations and service management

Call centre management

Advisor life cycle management

Program management