TSI - Patiala
Aditya Birla Group
TM-Mgr-CO Policy Srvcing-Thane
About this role
Job Purpose
Establish a multi-skilled team for providing single window service and delivering stringent turnaround times and accuracy parameters and also provide value added services to HNI customers and also to customers sourced by TPD and SVV Branches, by planning, organizing and managing policy servicing related aspects as per stipulated KPIs. Also, provide performance dashboards to select Bancassurance and TPD partners for building their confidence and strengthening the relationships strategically important for Birla Sun Life Insurance.
Job Context & Major Challenges
Job Context: Establish a multi-skilled team for providing single window service and delivering stringent turnaround times and accuracy parameters and also provide value added services to HNI customers and also to customers sourced by TPD and SVV Branches, by planning, organizing and managing policy servicing related aspects as per stipulated KPIs. Also, provide performance dashboards to select Bancassurance and TPD partners for building their confidence and strengthening the relationships strategically important for Birla Sun Life Insurance.
Job Challenges: • Keeping abreast of regulatory, product, policy and system changes.
• Safeguard against ever changing and increasing risks without affecting turnaround times which are critical from the perspective of customer sensitivity.
• Managing with frequently churning 60-70% outsourced staff and still delivering all KPIs and ensuring adherence to process and risk control measures.
• Dependencies on branches, spread across the length and breadth, to ensure process controls and to increase First Time Right resolutions and also ensure speedy service recovery in event of failures.
• Sudden spikes in volumes due to external reasons and market fluctuations.
• Managing Channel partner relationships and maintaining cordial relationship especially in times when their exceptions and demands cannot be met.
• Each channel partner /Bancassurance partner has different set up and profile of customers. Thus challenge is to understand the above servicing aspects and design and deliver appropriate service solutions.
Key Result Areas
| KRA (Accountabilities) (Max 1325 Characters) | Supporting Actions (Max 1325 Characters) | |
|---|---|---|
| KRA1 | Help build an excellent and consistent customer experience for long term engagement through differentiated service offerings to HNI customers and all customers sourced by Super Value Branches, Bancassurance and CABC partners leading to customer, advisor and distribution partners’ satisfaction, critical for enhancing customer engagement and retention for the entire gamut of policy servicing. | 1. Create multi-skilled team for providing single window service to HNI and TPD sourced customers. 2. Achieve TATs, Accuracy and Productivity more stringent than normal KPIs with the same process through close monitoring. 3. Support Team Leaders in understanding and eliminating issues for timely processing and accuracy 4. Proper manpower allocation by analyzing the productivity report. 5. Coordinating with service providers, channel partners, IT, Accounts for seamless and hitch-proof service to customers. 6. Check if outliers are being resolved by Team Leaders and intervening wherever required for coordinating with Accounts, IT, Projects and UAT, Underwriting and Branches for fast tracking resolutions. |
| KRA2 | Evaluation of exception and process deviation requests and decision / recommendations for approval / rejection. | 1. In case, exceptions are required to be approved taking into account customer sensitivity, merits of the case and within the framework of the Company’s rules and regulations, either approve or obtain approval as per delegation of authority. 2. Record such exceptions and report. 3. Convey rejections in a manner without affecting long term customer and advisor relationship. |
| KRA3 | Initiate and implement value added services for HNI customers and customers of SVV Branches and preferred channel partners to deliver differentiated service offerings in line with the expectations varying with profile of the customers. | 1. Interact with advisors and channel partners to assess their needs and feedback given on service levels and expected value added services. 2. Evaluate feedback and suggestions and make appropriate recommendations to Senior Manager. 3. Prepare and publish performance dashboards to select Bancassurance, Corporate Agents and Brokers 4. Ensuring adequate access to information is available to support teams and channel partners to improve FCR ratio thereby improving service standards. |
| KRA4 | Team Management | 1. Discuss and finalize Goals and KRAs of Team Leaders. 2. Review their performance periodically and suggest and monitor improvements. 3. Ensure that the key contributors are appreciated and recognized. 4. Thoroughly analyze teams’ performance in regular meetings, discuss and arrive at improvements in process adherence. |
| KRA5 | Implement controls in the payouts and carrying out regular trend analysis to identify and plug process gaps. | 1. Carry out verification of high value payouts within the approval limits of VP and above. 2. Review risk control measures and recommend changes in process if required. . 3. Report fraudulent/suspicious transactions with detailed analysis to Senior Manager for his inputs. 4. Carry out dip stick to check if payments are approved by authorized Managers & Executives, review if approval rights in the system commensurate with Financial Delegation of Authority and recommend changes in FDOA based on value and volume of payouts and tenure of employees. 5. Take steps for automating controls which are manual and random check on red flagged cases and report deviations to Senior Manager. |
Frequently Asked Questions
Is the salary disclosed for the TM-Mgr-CO Policy Srvcing-Thane position at Aditya Birla Group?
The salary for this TM-Mgr-CO Policy Srvcing-Thane role at Aditya Birla Group is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the TM-Mgr-CO Policy Srvcing-Thane position at Aditya Birla Group located?
This TM-Mgr-CO Policy Srvcing-Thane role at Aditya Birla Group is based in Thane, Maharashtra, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the TM-Mgr-CO Policy Srvcing-Thane position at Aditya Birla Group?
Click the "Apply Now" button on this page. You will be redirected to Aditya Birla Group's official application portal hosted on peoplestrong where you can submit your application directly.
When was the TM-Mgr-CO Policy Srvcing-Thane job at Aditya Birla Group posted?
This TM-Mgr-CO Policy Srvcing-Thane position at Aditya Birla Group was posted on Jun 10, 2026. Apply as soon as possible — early applications are often reviewed first.
TM-Mgr-CO Policy Srvcing-Thane
Aditya Birla Group
You'll be redirected to Aditya Birla Group's official application page on peoplestrong.