Vice President - Policy Servicing - Mumbai (Goregaon East - HO)

POSITION NAME VP - Policy Servicing DESIGNATION Vice President POSITION GRADE L7A OBJECTIVE OF THE ROLE Handling a team of professionals dealing in policy servicing of customer request and customer benefits pay-outs . Driving strategic projects – Unclaimed , NPS , Budget analysis etc KEY RESPONSIBILITIES Weightage · Maintaining Payouts & non payouts TAT with accuracy · Driving critical & Strategic projects – Cost projects , Unclaimed drive with DC %, NPS drive, Monitoring controls on Outsourcing of PS activities etc · Handling IT projects, Data patch, system set up – CRM system · Quality controls with risk Management · Customer experience journey · Valuable Individual contribution 15 30 20 15 10 10 TOTAL 100% INTERACTIONS Internal Relations: Stakeholders of OPS & Non Ops dept External Relations: Vendor Management REQUIRED QUALIFICATION AND SKILLS Educational Qualifications: Full time MBA in finance or Operations Work Experience: 15 years + of experience preferable Insurance industry Certifications: Other skill set: · Good Leadership qualities · Good communication and command over language · Team Player and managing large team · Analytical mind and problem-solving ability . Decision Making Skills . Adaptability COMPETENCIES Planning and Organizing 1. Establishes goals and organizes work by bringing together the necessary resources 2. Organizes work according to project and time management principles and processes. Coordinates with other areas of business as needed 3. Practices and plans for contingencies to deal with unexpected events or setbacks 4. Makes needed adjustments to timelines, steps and resource allocation 5. Directs issues to appropriate bodies when unable to resolve them within own area of responsibility & getting the same concluded with intervention. People Leadership 1. Provides performance feedback and support, reinforcing strengths and identifying areas for improvement. 2. Encourages peers/colleagues to develop and apply their skills 3. Suggests to individuals ways of improving performance and competence Problem Solving 1. Identifies the problem and identifies the cause and effect relationship between two aspects of a situation 2. Separates situations into two parts: pro and con, if- then, etc 3. Sorts out a list of tasks in order of importance and prioritizes 4. Takes responsibility for making decisions to move things forward 5. Acts promptly to address urgent needs, taking quickly those decisions which need to be taken Impact and Influence 1. Builds networks to increase personal effectiveness 2. Engages others in own work by demonstrating a sense of optimism, ownership and commitment 3. Provides a sound rationale to gain support for ideas and/or recommendations 4. Links ideas to needs and benefits Values Customers 1. Anticipates customer concerns and takes initiative to proactively resolve issues 2. Solicits feedback proactively to identify ways to improve service or products 3. Ensures direct reports (or projects and initiatives, if in an individual contributor role) are focused on meeting customer needs Team Leadership 1. Makes sure the practical needs of the team and team members are met 2. Makes decision by taking into account the differences among team members, and overall team requirements and objectives 3. Ensures that the team’s tasks are completed 4. Accepts responsibility for the team’s actions and results 5. Seeks opportunities to collaborate, even when their own viewpoints may not align with others Achievement of Results 1. Sets high performance standards with clear expectations for self and others 2. Monitors progress of others and redirects efforts when goals change, are not met, or are no longer relevant 3. Identifies action steps needed to accomplish team or work group objectives 4. Uses metrics and data to anticipate and address issues so that progress towards goals is not disrupted 5. Puts in extra effort and work to accomplish critical or difficult tasks 6. Removes obstacles to accomplish goals 7. Identifies resources (e.g., budget, people) needed to accomplish objectives 8. Upholds standards of business conduct