Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT.Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags.Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward.Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working dayEndorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working dayCustomer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day.CD Regeneration, based on U/W , ZH approvals.RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end

Grievance Redressal Unit



Act as the registered Grievance Redressal officer for all the channels under Retail Sales function


Conduct root cause analysis of all problem statements received from Intermediary & customersand highlight the true picture/concerns to the NHODs and senior management


Revisit all complaints and grievances to fix the existing processes, bridge the gaps (if any)and redesign SOP on 80:20 principle in close collaboration with NHODs


Audits



Address and provide resolution to all IRDA queries related to Retail Sales functions


Ensure 100% closure of all internal and external audit observations within TAT


Maintain complaint report and publish the same to management on monthly/quarterly basis


Departmental co-ordination


Co-ordination with department for PDA and NCB clearance.NCB Recovery-Sharing updated NCB details Following up NHOD/ZH/TL/TM for NCB clearance.PDA Clearance- Sharing updated PDA report, Following up NHOD/ZH/TL/TM for PDA clearance