Senior Associate - Customer Operations (POP Operations - HPMC)
HDFC Life Insurance Company LimitedMatch Score
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Job Description
Structured overview of role & requirementsAbout This Role
Drive team productivity to ensure minimum average productivity of 80% per member and compliance with SLAs/TATs, including same-day closure of emails received up to 5 PM.
Maintain quality standards by monitoring resolutions, implementing corrective actions for process gaps, and managing operational workflows with compliance to PFRDA guidelines and NPS product knowledge.
Create and update trackers and MIS reports with root cause analysis, lead team training for process adoption, and handle active stakeholder engagement.
Minimum Requirements
Work Experience Required: 1 to 5 years in relevant operational/customer operations role.
Graduation is mandatory.
Proficiency in MS Excel including VLOOKUP, macros, and mail merge is required.
Experience managing a team of at least 3 members preferred, with basic understanding of accounts considered an advantage.
Ideal Candidate Profile
Experienced in managing small teams with a strong focus on operational productivity and SLA adherence.
Capable of detailed data analysis and process improvement using advanced MS Excel skills.
Skilled in stakeholder management and process training within regulated environments, particularly with knowledge of PFRDA/NPS guidelines.