AddressReal 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
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
- Co-ordination 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
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
