AVP - Operations

Talpro
  • Delhi, Gurgaon
  • 10-15 lakh
  • 8-12 years
  • Views
  • 26 Sep 2016

  • Operations

  • Insurance
Job Description

- Responsible for the overall direction of all online operations including
- Supporting conversion of lead to issuance
- All operations and fulfilment related aspects for online sales vertical
- Policy Issuance and Underwrting of business
- Customer Management through the funnel
- Managing Business partners -( Aggregator, TPA, Callcenter, Payment gateway aggregator)
- MOS of the job includes- meeting paid forecast of channel, conversion of opening WIP/Fresh applied, leakage and end to end TAT, meeting call center metrics on abandon, call back, click to call and FCR, manage email response timelines,
KEY RESPONSIBILITIES:
- Lead Management and conversion
Manage the tele sales/click to call assistance for online customers
Achieve conversion targets on lead to payment and payment to issuance
Meet and maximize auto debit renewal option
Proactively take measures to reduce dropouts across all stages in the funnel based on analytics and customer feedback
- Operational issues related to online sales operations
Establish, document and communicate service standards to all concerned stake holders
Establish a mechanism for timely and comprehensive resolution of customer queries and issues
Ensure operational readiness pre launch and scale up based on business volumes
Ensure co-ordination between various cross functional stakeholders to maintain smooth functioning of the channel
Contribute to business requirements and testing to upgrade interface or processes and fix defects
Timely dissemination of MIS, Dashboards and reports
- Customer Management
- Develop a robust system to track and handhold the customer through the lifecycle from lead
- Track and process enquiries and requests within agreed timelines
- Proactive communication at all touch points and redesigning content to make it relevant
- Manage incoming queries specific to the channel on email/toll free
- Maximise customer satisfaction with online purchase experience and instil trust
- Address escalations immediately including the root cause
- Policy Issuance and Underwriting
- Agree, publish and adhere to SLAs for online sales,( TAT& Accuracy)
- Ensure complete documentation at all stages is collected and communicated to the
- Ensure due diligence in underwriting practices and risk evaluation to ensure mortality
- Constantly look for opportunities and innovation to simplify online customer experience
- Monitor leakage and bring in systemic guideline changes to reduce the same
- Initiate cancellation of cases which are not completed after due follow up
- Reduce drop offs in payment processing and ensure timely reconciliation and upload of
- Timely refund and communication in case of cancellations and charge backs
- Ensure timely delivery of policy packs and track RTOs for closure.
- Timely set up SIs for Renewal collections
- Ensure compliance sign offs on the final processes and subsequent modifications to policy issuance customer transparently and at one go assumptions are on track with respect to Policy Documentation and Digital application monies received
- Maximise conversion of opening WIP and new applied to meet channel paid forecast
- Medical Network and Medical experience management
- Complete tie up with the appropriate business partner to service online customers as per
- Monitor and improve quality of DCs and Medical experience for these customers
- Ensure that all complaints regarding service providers from customers or UW are
- Adapt to changing business dynamics to ensure scale up of servicing locations
- Co-ordination with TPAs to ensure timely transit of Medical reports
- Ensure 100% adherence to appointments done as scheduled
- Monitor and follow through on No shows


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Talpro