This job has expired

Territory Operations Head

Employer
Tata Group
Location
Ahmedabad Ahmedabad Gujarat, Gujarat, India
Salary
Competitive Salary
Closing date
Feb 12, 2024

View more

Job Role
Other
Sector
Finance
Contract Type
Permanent
Hours
Full Time
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+ years

Skills: Ms Office, Sql, Power Bi, Influencing Skills, Teamwork Skills, Interpersonal Skills, Communication Skills, Decision Making Skills

Experience: 15.00-17.00 Years

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