Position Title:

Officer- Digital Support Team

Department:

Digital Support Team

Level / Band:

101

Role Summary:

Role involves verifying and managing quality and compliance guidelines as per the agreed process. Looking for end-to-end solution and managing the queries from cross-functional teams.

B Organizational Relationships

Reports to:

Manager

Supervises:

Team / Vendor

C Job Dimensions

Geographic Area Covered:

National

Stakeholders Internal:

Audit & Compliance, NB Team, Customer Service, Business Conservation, Internal Sales, U/W, Compliance

External:

Outsource Vendors

D Key Result Areas

Quality Check
Monitoring QC and generating new ideas for improving the scores.
Engagement with Vendor team to improve the accuracy of the process.
Ensure high accuracy rates in Application Transaction processing.
Ensure Calibration activity with Vendor team.
Weekly/Fortnightly review with the Vendor team on QC scores and document the MOM.
Training the team to improve the above KPI.
SOP Adherence, Audit & Compliance
Ensure all activities of the department are as per regulatory guidelines and SOPs, with no adverse audit findings from Regulators or Auditors.
Ensure that all Management Responses to audit observations are submitted to Control Assurance / Auditors on time.
Ensure SOP review from time to time to reflect recent process changes/additions.
Key Reports and Responsibilities
Timely response to queries from Compliance/Customer Service or other departments.
Adherence to the Job Assignment schedule at BAU.
Deep dive to identify the issue and provide a solution to fix it.
Plan to improve the accuracy.

E Skills Required

Technical

Advanced Excel knowledge.

Behavioral

Level 1:
Interpersonal skills
Communication skills
Creative thinking skills
Level 2:
Supervising/Leadership skills
Teamwork skills
Influencing skills
Level 3:
Relationship building skills
Decision-making skills

Incumbent Characteristics

Essential

Graduate, with knowledge of advanced Excel.

Desired

Graduate/Post graduation.

Experience

1–2 years of experience in working in Insurance Operations.

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