Job Description

Position

Executive POS

No. of Positions

1

Department

Operations

Function

POS

Reporting to

Assistant Manager POS

Band

5

Location

Gurugram

Last date of submission

Key Responsibilities:

• Responsible for resolution of POS Requests and Queries within the defined SLAs and Quality Benchmarks
• End to end service request processing and communication within defined SLAs.
• Ensure adherence to documented processes procedures and controls
• Liaise with other support units in Home Office (such as Operations Products Actuaries Finance Admin IT) to ensure customer query and service requests are resolved.
• Ensure follow up with Branches / Agents to ensure end to end resolution on the cases
• Adhering to defined TAT for processing customer request.
• Coordinating between Max Life and Business Partner on WIP handling and closures monitoring.
• Ensure achieving targets on high ageing cases.
• Ensure team support as and when required

Measure of Success:

• Customer satisfaction scores.
• TAT of Customer/Agent query resolution as per defined SLA.
• Meeting productivity benchmarks.
• Target on high ageing to be met.
• Accuracy standards

Desired qualifications and experience:

• Should be a graduate preferably with a professional qualification.
• Knowledge of Life Insurance products preferred.
• Must have a minimum of one years experience in customer service / operations.

FOR LATERAL MOVEMENT

• Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
• Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

Knowledge and skills required:

• Experience of working in operations and customer service preferably in Banking Telecom or Financial service companies
• Exposure to quality tools and processes
• Good communication skills
• Strong Customer Focus
• Strong adaptability and Problem solving skills

Job Description

Position

Executive POS

No. of Positions

1

Department

Operations

Function

POS

Reporting to

Assistant Manager POS

Band

5

Location

Gurugram

Last date of submission

Key Responsibilities:

• Responsible for resolution of POS Requests and Queries within the defined SLAs and Quality Benchmarks
• End to end service request processing and communication within defined SLAs.
• Ensure adherence to documented processes procedures and controls
• Liaise with other support units in Home Office (such as Operations Products Actuaries Finance Admin IT) to ensure customer query and service requests are resolved.
• Ensure follow up with Branches / Agents to ensure end to end resolution on the cases
• Adhering to defined TAT for processing customer request.
• Coordinating between Max Life and Business Partner on WIP handling and closures monitoring.
• Ensure achieving targets on high ageing cases.
• Ensure team support as and when required

Measure of Success:

• Customer satisfaction scores.
• TAT of Customer/Agent query resolution as per defined SLA.
• Meeting productivity benchmarks.
• Target on high ageing to be met.
• Accuracy standards

Desired qualifications and experience:

• Should be a graduate preferably with a professional qualification.
• Knowledge of Life Insurance products preferred.
• Must have a minimum of one years experience in customer service / operations.

FOR LATERAL MOVEMENT

• Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
• Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

Knowledge and skills required:

• Experience of working in operations and customer service preferably in Banking Telecom or Financial service companies
• Exposure to quality tools and processes
• Good communication skills
• Strong Customer Focus
• Strong adaptability and Problem solving skills