Tata Group
Location
Ahmedabad | India
Job description
A Position Overview Position Title Zonal Operation Head Department Field Operations Level/ Band 601/602/701- AVP / VP Role Summary: . Mentor and Coaching TOHs, AOHs and BOIs to achieve KPIs in Goal Sheet. . Drive Service to Sales across all channels by utilizing the walk-in and out call opportunities and achieve monthly and annual business targets. . Drive Service Principles across all branches and achieve the NPS targets. . SOP management and compliance to all regulatory and functional processes . Stakeholder and Distributor Management . Lead and drive Functional / Enterprise level Projects . Identify opportunity for process and system improvement and drive the change B Organizational Relationships Reports To VP / Sr. VP - Field Operations Supervises TOH / AOH C Job Dimensions Geographic Area Covered All Branches in the Zone Stakeholders Internal Sales force (all channels) Zonal Heads, Regional Heads of distributions Channel HO Functions UW, POS, Claims, DOPS, Finance Branch operations TOHs / AOHs / BOIs / BOAs External Agent, Leaders, Partners, Sr Partners D Key Result Areas Organization process Key contributions Branch Operations . Manage day-to-day operations of branches and customer service through TOHs and AOHs . Monitor and supervise compliance of SOP across all processes Cash & Cheque Collections policy premium, Reporting, Lodgments and reconciliation, Bounced Cheque management . Monitor and Supervise Cash and Cheque transactions at branches as per SOP. . Reporting month end / quarter end Cash / Cheque Certification to Finance Team New Business Operations . Support all distribution channels in New Business Processing . Drive for pending resolution and coordinate with UW and NB team for issuance of resolved cases. . Train and drive distribution on FTR in NB submissions Distributor Operations . Agent licenses distribution and management in line with SOP norms . Manage distributor queries and requests Customer Service . Maintain Service Standard across all channels. . Maintain high Branch NPS scores. . Drive Service Principles across all branches Service to Sales . Drive Service to Sales across all channels by utilizing the walk-in and out call opportunities and achieve monthly and annual business targets . Monitor utilization of walkin and outcall opportunities . Maintain high quality customer interaction in walk-in and out call drives as per S2S SOP Projects / Initiatives . Identify gaps in processes and systems and work on scope for improvement . Listen to Voice of Customers and Distributors regularly . Lead and Execute Projects at Functional / Enterprise level Risk Management . Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changes. People Management . Mentor and Coach TOHs, AOHs and BOIs to achieve KPIs in goal sheet . Conduct performance reviews based on achievement on KPIs . Nurture talent, develop capability, and create sustainable and strong operations team . Retain talents Audit and Compliance . Monitor and Supervise adherence to SOP document . Conduct physical audits periodically and take corrective and preventive action E Skills Required Technical Essential Desired MS Office Yes SQL Yes Power BI Yes Behavioral Essential Desired Interpersonal skills Yes Communication skills Yes Creative thinking skills Yes Supervising/Leadership skills Yes Teamwork Skills Yes Influencing skills Yes Relationship Building skills Yes Decision making skills Yes F Incumbent Characteristics: Essential Desired Qualification Graduate Post Graduate / MBA Experience 15+ yearsJob tags
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