TM-AM-Revenue Assurance-Thane

Aditya Birla Group

Thane, India

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Posted 7 hours ago
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Job Description

Job Purpose

The purpose of the role is to effectively manage pre issuance verification (PIVC) process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement and also includes carrying out reviews and checks on quality of business as may be required from time to time.

Job Context & Major Challenges

Job Context: The purpose of the role is to effectively manage pre issuance verification (PIVC) process driven through Call centre & other stakeholders including New business, & sales through effective call centre management and cross functional engagement and also includes carrying out reviews and checks on quality of business as may be required from time to time.

Job Challenges: . Ensuring the process remains airtight in the wake of false contactability and to be able to identify genuine clients through the calling process

. Ensure limited impact on issuance TAT as PIVC could delay policy issuance if volumes are not effectively managed also affecting sales performance in month end volumes are not processed on time.

. Language skill set availability at vendor to ensure business is not lost due to wrong PIVC.

Key Result Areas

	KRA (Accountabilities) (Max 1325 Characters)	Supporting Actions (Max 1325 Characters)
KRA1	Manage the PIVC process through the appointed vendor for effective customer calling.	1. Plan pre-login verifications in an effective manner in order to identify potential customer issues in a timely manner. 2. Manage the outsourced vendors for manpower staffing, call quality and script adherence 3. Creation of scorecards and correct MIS for various stakeholders 4. Attempt to reduce the business rejects through continuous feedback to the vendor and sales
KRA2	Effective liaison with stakeholders for seamless closure of disputes and PIVC open cases	1. Carry out necessary vendor visits/reviews for ensuring adherence to PIVC processes. 2. Interact with all stakeholders to make PIVC a success
KRA3	Assist in regular verification and checks of quality of business through back office	3. Carry out tests and audits of identified samples for quality of business based on the framework defined 4. Listen to calls and provide feedback for call listening required under distance marketing, tele sales models and persistency interventions