DOS - Senior Executive - eCommerce

A. ANBP Issuance & Product Mix Management
• Manage complete issuance lifecycle across Term, Savings, and Pension products.
• Track login-to-issuance movement, reduce TAT breaches, and follow up with all stakeholders.
• Work closely with underwriting, RCU, QC & Ops teams to resolve pending / AR cases.
• Drive achievement of product mix targets (Term, Savings, Pension).
B. Persistency Management
13th Month Persistency
• Ensure systematic follow-up with customers and partners to achieve >85% persistency.
• Implement renewal reminders, structured calling, and customer communication.
Zero Month & Subsequent Month Persistency
• Ensure premium collection in initial & subsequent months post-issuance.
• Achieve and maintain monthly target with structured calling and customer communication.
• Resolve onboarding/activation issues swiftly.
C. ENACH Registration for Renewal Payments
• Promote ENACH registration for all eligible cases across channels.
• Follow calling scripts and explain ENACH benefits to customers.
• Track daily ENACH MIS for PB & D2C and drive improvements toward 96% target.
• Coordinate with partners for tagging accuracy and rectifications.
D. Partner Management & Coordination
• Act as primary POC for partner escalations
• Manage queries via calls, email, and WhatsApp with timely resolutions.
• Share daily/weekly performance MIS including:
o Issuance
o Pendency
o AI Reviews
o QC Rejects
o RCU Tracker
• Handle escalations end-to-end including reconsideration requests via UW teams.
• Challenges decline cases and FR wherever required.
E. Process Improvement & Operational Efficiency
• Identify process gaps and propose enhancements to reduce manual efforts.
• Track and support resolution of tech issues.
• Coordinate with tech teams for system corrections and new enhancements.
Skills & Qualifications
Technical/Process Skills
• Understanding of Life Insurance eCommerce operations.
• Knowledge of underwriting, persistency cycles, policy issuance workflows.
• Familiarity with ENACH, renewal collections, and digital payment processes.
• Strong MIS handling and Excel skills.
• Ability to analyze AR, QC, RCU issues and coordinate resolutions.
Soft Skills
• Strong communication and coordination ability.
• Problem-solving mindset with ownership orientation.
• Ability to manage escalations independently.
• Stakeholder management (internal and external).
• Detail-oriented with process discipline.