Interface between the HR and the Customer/ Process owners in Operations. Responsible for regular interaction with the Process Owners to understand their expectations
Ensure all queries, grievances and escalations across processes are resolved within committed timelines; conduct investigation in employee grievance/ disciplinary cases and take necessary disciplinary action.
Supporting operations in controlling attrition; separation trends identified and action plan devised to address key drivers of attrition.
Respond and resolve issues arising out of work or from within a team or across
departments that may have a bearing on team effectiveness
To assist in implementation initiatives for the Organization
To facilitate clearance formalities for F&F process
To develop and implement initiatives that bring about improvement in overall
productivity, satisfaction, discipline and morale in the Ops cluster
Taking new hire induction
Planning and conducting Employee Engagement and CSR activities(Fun activities ).
Handling end to end IJP process (Internal Job posting)
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases