A Position Overview
Zonal Operation Head
601/602/701- AVP / VP
. 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
VP / Sr. VP - Field Operations
TOH / AOH
C Job Dimensions
Geographic Area Covered
All Branches in the Zone
Sales force (all channels)
Zonal Heads, Regional Heads of distributions Channel
UW, POS, Claims, DOPS, Finance
TOHs / AOHs / BOIs / BOAs
Agent, Leaders, Partners, Sr Partners
D Key Result Areas
. 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
. Agent licenses distribution and management in line with SOP norms
. Manage distributor queries and requests
. 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
. 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.
. 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
Creative thinking skills
Relationship Building skills
Decision making skills
F Incumbent Characteristics:
Post Graduate / MBA
Skills: Ms Office, Sql, Power Bi, Influencing Skills, Teamwork Skills, Interpersonal Skills, Communication Skills, Decision Making Skills
Experience: 15.00-17.00 Years