Manager : Central Operations(Call Record Management)

From 5 to 10 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

About HDFC Life:


HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.


Purpose of the Job:


About the Department:


Central Operations manages vendor contracts, oversees productivity, quality and other regulatory parameters as specified by IRDA for vendors. Manages IRDA reporting and audits. Supports on call record management of various call centers contracted with Operations teams.



  • Purpose of the Role:

  • As Manager, the role involves overseeing outsourced customer call records management by various operations departments, transfer and upload of records in HDFC Life systems. It involves identifying process gaps and finding the required solutions. It will also involve supporting the senior team members with audit, reporting requirements as and when required.



    Duties & Responsibilities:


    • Manage the entire process of call record management and retrieval from outsourced vendors, transfer and upload of records in HDFC Life systems.
    • Setting up processes and enabling easy retrieval and access of call records for audit, reporting and evaluation purposes by internal teams as and when required.
    • Ensure the vendor call records formats are compliant with HDFC Life applications.
    • Review all vendor contracts & ensure adherence.
    • To have good understanding of non-core activities that can be outsourced.
    • Operational and financial performance to be evaluated through reviews & ensuring expectations are met by the vendor.
    • Identify operational risks on account of outsourcing and implement mitigating controls to eliminate such risks.
    • Manage departmental vendor invoices and ensure timely payments.
    • Ensure vendor adheres to all applicable legal, regulatory and accreditation mandate.
    • Conduct site reviews to ensure vendors adhere to all provisions of the contract.
    • Ability to conduct vendor assessment in order to leverage services for cost effective solutions for the organization.
    • Managing and updating MIS as per pre-defined guidelines to ensure smooth flow of departmental process.


    Knowledge, Skills & Abilities:


    • Academic Qualification: Graduate/Post Graduate
    • Work Experience: 5 years’ experience in Insurance Industry.
    • Awareness of Life-Asia System.
    • Should have worked on overseeing outsourced call centers on performance parameters.


    Required Skills:


    • Strong analytical abilities.
    • Interpersonal skills.
    • Stakeholder management.
    • MS Office (Excel, PowerPoint and etc.)
    • Vendor management.
    • Presentation skills.
    • Multi-tasking.




    Role:Customer Success - Other

    Salary: Not Disclosed by Recruiter

    Industry:Insurance

    Functional Area:Customer Success, Service & Operations

    Role Category:Customer Success

    Employment Type:Full Time, Permanent

    Education

    UG:Any Graduate

    PG:Any Postgraduate

    Company Profile

    HDFC Life

    About HDFC Life:


    HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

    Company Info
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    Contact Company:HDFC Life

    Website:http://careers.hdfclife.com