Customer Support Executive - Guwahati

Aditya Birla Capital; Assam; On-site; INR 500,000 - 800,000; Full time

Job summary

Aditya Birla Capital is seeking a dedicated branch operations manager responsible for the day-to-day financial, commercial, and administrative operations of the branch in Assam, India. The candidate must ensure compliance with regulatory standards and manage various operational processes, including receipting, HR support, and customer service. This role requires strong analytical skills, attention to detail, and the ability to handle pressure in a fast-paced environment. Successful candidates will thrive in managing multiple systems and processes with accuracy.

Qualifications

• Strong analytical and operational skills for finance and compliance.
• Ability to manage multiple tasks and ensure accuracy under pressure.
• Proficient in executing financial processes with attention to detail.

Responsibilities

• Ensure day-to-day branch operations adhere to regulatory guidelines.
• Handle financial processes including receipting and reconciliation.
• Provide HR and administrative support at the branch.
• Coordinate compliance tasks and advisor licensing processes.
• Maintain accurate customer service operations and documentation.

Job description

Job Context & Major Challenges

Responsible for day-to-day operational, financial, commercial and administrative activities of the branch. Ensuring 100% compliance to regulatory and organizational guidelines.

• Consistent delivery of 100% accuracy across a wide range of activities amid rapidly changing processes, diverse organizational guidelines, adaptation to regular extended working hours, seasonal and unpredictable spike in volumes with limited or no system validations.
• Maintaining confidentiality of information and documentation despite lack of infrastructure and support.
• Operating multiple systems (in excess of 15) despite server bandwidth and connectivity issues.
• Handling sales behaviour effectively in order to ensure compliance to internal and external guidelines.

Key Result Areas

KRA1: Execute Financial Processes Timely with 100% Accuracy

• Execute receipting, banking, and reconciliation processes accurately for policy cash/Cheque/DD within timelines as per the set process.
• Detection of fake note to avoid operational loss.
• Cheque dishonour management.
• Safe custody of both sets of safe and cash box keys and one set of office keys.
• Timely reconciliation of assets of the branch.
• Ensure genuineness of petty cash spends, timely raising and recording.

KRA1B: Provide Commercial Support

• Identify local vendors and facilitate their registration as per procurement guidelines.
• Procurement of vendor bills, establishing genuineness and timely payment as per agreement.
• Encourage NEFT registrations of vendors.
• Support lease agreement registration and renewal process.
• New branch set up – coordination with various functions like IT/Infra/banking/ZOPS/DSF for smooth functions of branch.

KRA10: Execute Advisor Licensing Process & Extend Sales Support

• Coordinate advisor/FLS reward and recognition and for domestic & overseas sales conference with HO.
• Contact updation in BSLI online of Advisors and FLS.
• Contactability enhancement at NB stage, post welcome call followed by CRT.
• Preparation of various MIS related to BSLI Way and updation of various dashboards.
• Coordination with various institutes approved by Training Head for training of new insurance applicants.
• Re‑exam scheduling of failed candidates in coordination with BH/AMs.
• Coordination with RHR for offer letter generation for FLS.
• Arrangement of various training programmes in branches coordinating with Training Manager and BM/BH.
• Downloading various processes to Sales team during morning huddle (BSLI Way).
• Ensure timely opening and closing of office premises.

KRA2: Extend Legal, Compliance, and Taxation Support

• Timely remittance of professional and work contract tax.
• Represent company on behalf of compliance/HO for hearing matters in labour/consumer court.
• Timely updates to HO on receipt of any notice from tax authorities/labour offices/employment exchange/local municipal offices.
• Ensure statutory displays at branches.
• Ensure 100% compliance of AML guidelines, identification and reporting of suspicious & fraudulent operational and financial transactions.
• Adherence to BCP guidelines.

KRA3: Handle Advisor Commission Process

• Timely updation & handover of commission cheque to advisors.
• Encourage NEFT with advisors and FLS.
• Resolve commission related queries of advisor.
• Ensure timely receipts and hand‑over of TDS certificate to advisors.

KRA4: Provide HR/IT/Admin Support

• Manage joining and exit formalities for concerned employees at the branch, including full and final settlement process.
• Log calls in case of downtime/pursue with Corporate IT.
• Monitor and ensure housekeeping, security and dispatch services are rendered in an uninterrupted and cost‑effective manner.
• Handle physical resource booking like meeting rooms, projectors, etc.

KRA5: Execute Underwriting and New Business Processes

• Scrutinise New Business applications as per the SOPs to ensure 100% input accuracy to enhance straight‑through processing and issuance to submission ratio.
• Arrange speedy pickup of medical reports from medical labs and timely transmission of applications, medical reports, requirements via scanning and indexing with 100% accuracy.
• Collaborate with head office process owners/vendors to facilitate faster issuance.
• Ensure timely and accurate updation and delivery of policy documents/refund cheques in adherence to set standards.

KRA6: Provide Prompt, Accurate and Courteous Customer Service

• Ensure 1st contact resolution at the branch for all internal & external customers and track requests through prescribed systems ensuring 100% accuracy and timely closure.
• Scrutinise claims documentation as per set guidelines and coordinate with sales force and claimant for speedy fulfilment of claim requirements.
• Ensure 100% accurate and timely scrutiny & processing of reinstatement, fund switch, financial payout requests & other customer requests on the same day to avoid Gain/Loss. Verify customer identity & signature to establish genuineness of the transaction.
• Proactively participate in data cleansing exercise for both internal & external customers in respect of bank details, PAN card information, contact details & undelivered communications.

KRA7: Contribute to Revenue Generation & Conservation

• Encourage NEFT enrolment for internal & external customers.
• Participating in Persistency drive by sharing data with sales force & contacting customers for the allocated database.
• Encourage use of self‑help tools like Go Green, ECS activation, alternate payment options by customers.
• Enhance contactability of the customers by collecting contact details.
• Participate in cost savings initiatives.
• Actively endeavour towards containing Freelook/Surrender/withdrawal at branches by convincing customers.
• Actively engage with visiting customers to enhance revenue generation for the business by way of promoting riders & top‑up adding to incremental premium on the existing policies for the company.

KRA8: Comply with Cheque Dishonour Cases & Fraud Prevention

• Intimate & pursue cheque dishonour cases with the respective sales team members/customer both at new business & renewal stage and strive for repayment to conserve the revenue.
• Identify & report fraudulent claims by providing proof / information to Claims team and get involved with the investigation as much required and sought.
• Prevent Fraudulent / Fake Policies from issuance by Branches by controlling the document verification and reporting to Compliance & UW.
• Save cost (on controllable expenses) at Branches on electricity, stationery, photocopying, staff welfare, other miscellaneous expenses etc.

KRA9: Execute Advisor Licensing Process & Extend Sales Support (Revised)

• First time right application processing for new advisor and license renewal.
• Support BM on Recruitment plan is executed properly and the candidates are nominated for pre‑licensed training.
• Prepare & distribute sales management MIS including data maintenance from Receipt Writer and Sales Portal to the concerned.
• Coordinating for execution of reward & recognition programs for sales force through MIS & communications to branch sales force as required by the Branch Head.
• Assist Branch Head to follow up for new business application requirements with the sales force of the branch.
• Control pool laptops for agency managers.
• Managing sales promotion material & activities at the branch level including stock management.
• Inventory Management of marketing collateral.
• Assist HO in fraud and compliance investigation pertaining to FLS and advisors.
• Assist Branch Head to follow up for new agent licensing requirements at new business and renewal stage with the sales force of the branch.
• Coordinate FLS coding and FLS tagging with HO.