Team Manager - Policy Servicing, Thane

Role Overview

The Team Manager for Policy Servicing at Aditya Birla Capital will lead and supervise a group of policy servicing associates within the Thane location, ensuring efficient handling and processing of policy-related services.

Key Responsibilities

• Lead and mentor a team focused on policy service operations, offering training while evaluating performance to foster team development and morale.
• Manage the processing of financial policy modifications including fund transfers and issuance of new policies or applications, strictly adhering to defined Service Level Agreements (SLAs) and regulatory timelines.
• Oversee vendor relationships to guarantee the prompt and accurate handling of fund transfer requests and client account payments in compliance with regulatory standards.
• Liaise with internal teams and external vendors to ensure billing settlements are processed timely and accurately.
• Resolve escalated customer issues and complaints by applying company protocols and seeking to maximize satisfaction.
• Introduce feedback systems aimed at continually enhancing service quality and operational efficiency.
• Regularly revise and update Standard Operating Procedures (SOPs) to reflect current industry best practices and regulatory requirements.
• Perform audits and implement quality controls to maintain compliance with internal and legal standards.
• Generate comprehensive reports detailing team performance, servicing statistics, and customer satisfaction levels.
• Keep thorough and organized documentation of all policy servicing activities to support auditing and compliance efforts.