Junior Executive Operations - Pune, India - bajajallianz

bajajallianz
bajajallianz
Verified Company
Pune, India

3 days ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

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


Audits

  • Address and provide resolution to all IRDA queries related to Retail Sales functions
  • Ensure 100% closure of all internal and external audit observations within TAT
  • Maintain complaint report and publish the same to management on monthly/quarterly basis

Departmental co-ordination

  • Coordination with department for PDA and NCB clearance.
  • NCB Recovery-Sharing updated NCB details Following up NHOD/ZH/TL/TM for NCB clearance.
  • PDA Clearance
  • Sharing updated PDA report, Following up NHOD/ZH/TL/TM for PDA clearance
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