- Location
- Maharashtra, India
- Job type
- Full-time
Required skills
- compliance
- customer service
- service delivery
- Service Level Agreements
About the role
Aditya Birla Sun Life Insurance
Website:
adityabirlacapital.com
Job details:
Key Responsibilities
- Team Leadership & Supervision:
- Manage a team of policy servicing associates, providing guidance, training, and performance evaluations.
- Foster a collaborative environment to achieve departmental goals and maintain high morale.
- Policy Alterations & Transactions:
- Oversee processing of financial policy changes-Fund Transfer of fund value to issuance of new policy/application.
- Ensure adherence to Service Level Agreements (SLAs) and regulatory timelines.
- Vendor Management:
- Supervise vendor, ensuring timely processing of FT Request and balance payment to client account with accuracy and compliance of regulatory guidelines.
- Coordinate with internal departments and external vendors to facilitate timely billing settlements.
- Customer Service Excellence:
- Address escalated customer queries and complaints, providing resolutions in line with company policies.
- Implement feedback mechanisms to continuously improve service delivery.
- Process Improvement & Compliance:
- Regularly review and update Standard Operating Procedures (SOPs) to align with industry best practices and regulatory changes.
- Conduct audits and quality checks to ensure compliance with internal and external standards.
- Reporting & Documentation:
- Prepare and present regular reports on team performance, policy servicing metrics, and customer satisfaction.
- Maintain accurate records of all policy servicing activities for audit and compliance purposes.
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