Manage performance metric identification, selection, collection, analysis, and reporting to relevant stakeholders to ensure the attainment of Life Operations business objectives.
Establish the governance and methodology for operational performance management across Life Operations.
Partner with LO Unit Heads and the Performance Management Units of each function to drive the effective implementation of performance analytics in the Organization.
Oversee the alignment of all functional Units performance metrics, KPIs, and service level agreements (SLA) with Life Operations transformation strategies and business objectives.
Conduct root cause analysis to determine drivers of performance gaps and identify process improvement opportunities.
Collaborate with Functional Units, Process Excellence, and Corporate Project Management in the implementation of process improvement initiatives.
Manage the analysis of the effectiveness of implemented strategic and tactical projects based on the impact on performance metrics.
Lead the competency development initiatives of Life Operations in relation to operational performance management and analytics.
Administer the tracking and resolution of Issues as well as the effective identification and mitigation of Risks.
Drive the resolution and delivery of the Units support requirements from partners across and outside the Life Operations organization.
Build a customer-oriented and highly engaged team of Operational Performance Analysts with a strong bias for action and results.
Implement people management policies, programs and procedures for the work unit, including core people processes relating to training, performance management, professional development and employee engagement.
Ensure that all compliance matters are identified and openly and honestly reported to the Line Manager and/or Compliance Officer in accordance with the reporting requirements operated within the work unit and the Company.
Minimum of 3 years management experience in operational performance analytics and performance management
Bachelors degree in Statistics, Management Engineering, Industrial Engineering, Business Administration, or other related fields
Six-Sigma Blackbelt an advantage
Operational performance analytics and reporting tools (Minitab, Tableau, MS Excel, and MS Access)
Knowledge in quality management and process engineering methodologies (Lean Six Sigma), tools, and systems, Issues and risk management
Data- driven with attention to detail and accuracy
Highly organized and structured thinking with the ability to understand and synthe unstructured information
Results-oriented, driven to excel, focused on delivering high quality work from his/ her team
Resilient when faced with challenges and able to effectively resolve conflicts
Partners across boundaries
Effective talent coach and team builder
Excellent communication (verbal and written) skills
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases