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Aditya Birla Capital Limited
Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 63,750 employees, the businesses of ABCL have a nationwide reach with over 1,712 branches and more than 200,000 agents/channel partners along with several bank partners.
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1,712
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63,750+
Agents/Channel Partners
2,00,000+
Aggregate Assets
INR 5.50 Lakh Cr
Active Customer Base
39 Million
Consolidated Lending Book
INR 1.78 Lakh CrCorporate Governance Policies
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Job Description
TM-AM-Central Group Ops-Thane
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Job Description
Job Purpose
The purpose of the role is managing Licensing of Channel partners, FOS & Specified persons. Providing support for IRDA audit on corporate agents for the TPD by providing relevant data and ensure channel partners are compliant and ready for audit. To provide innovative solutions to channel partners and arrange for necessary exceptions from internal departments in order to ensure closure of complaint in the stipulated TAT as per guidelines
Job Context & Major Challenges
Job Context: The purpose of the role is managing Licensing of Channel partners, FOS & Specified persons. Providing support for IRDA audit on corporate agents for the TPD by providing relevant data and ensure channel partners are compliant and ready for audit. To provide innovative solutions to channel partners and arrange for necessary exceptions from internal departments in order to ensure closure of complaint in the stipulated TAT as per guidelines
Job Challenges: TPD works with Banks, Corporate agents, Brokers and various other agency models including Direct marketing. Within each of the channel partner types there are different models of business viz Tellecalling, Wealth, Direct sales, Venue models, NRI, health etc. To meet this dynamic the TPD sales structure is made dynamic and complex. Understanding the multiple business models and dynamic business conditions in sales and distributions. Anticipating differential expectations of the different channel partners (5 Banca & over 800 CAB partner) and the 1500 strong TPD sales teams to provide customised solutions within TAT is the key challenge
Frequent changing rules and IRDA guidelines, Realigning the processes and business models to adapt to these changes, and quickly changing sales behaviour and implementing solutions which are general but customised to meet the business requirements of each model across these dynamic and varied business models.
Interdependency on other teams for speedy resolution of queries & immediate nature of escalations.
To overcome the pressure of highly demanding channel partners, who are large financial institutions with bargaining power in terms of demanding high levels of customisation and adaptation to their business needs.
Manage last minute IRDA training requirement without providing training in advance.
Handling Sales behaviour effectively in order to ensure compliance to internal and external guidelines and regulations.
Speed to market is the key in risk control, hence to continuously feel the pulse of the market and upgrade self knowledge on every aspect of business including product & processes to provide balanced solutions acceptable to all parties within the regulatory framework.
To gather enough mind share of the distributors and sales team towards resolution of complaints
Key Result Areas
| KRA (Accountabilities) (Max 1325 Characters) | Supporting Actions (Max 1325 Characters) | |
|---|---|---|
| KRA1 | Monitoring Day to Day Business activities pertaining to Licensing desk. | 1 Monitoring of IRDA training & Licensing, Renewal of licence as per IRDA guidelines. 2 Ensure adherence to Compliance guidelines with respect to new Corporate Agent tie up, Renewal of Corporate Agents, etc. 3 Monitor overall quality with regards to MIS reporting and cost control of all training programs. 4 Review the Master database and identify the gaps related to training and compliance. 5 Handling of special projects as and when 6 assigned 7 Represent TPD with peer functions while finding ways to ensure and develop good empathy with the channel partners which would act as an enabler to draw business |
| KRA10 | Audit and Compliance | 1. Implementing Distributors audit as mandated by IRDA 2. Representing TPD in all Audit meetings and analysing scope of audit, authorising required base data for audits and ensuring a smooth audit. 3. Ensure successful completion of the audit within the stipulated time on a regular basis. 4. Tracking and analysing all audit requirements and ensuring closures within set deadlines. 5. Ensure past audit reports are completely analysed to avoid repetitive errors before any new audit scope is discussed. 6. Implement Alternate Site Testing, RCSA, and ID reviews from time to time as per Risk Management Guidelines. |
| KRA2 | Managing the expectations of Internal and External Customers (Sales Stake Holders & Channel Partners) | Monitoring of Licensing for Internal customers (Sales) and Renewal of their licence as per IRDA guidelines. 2. Managing License status of TPD employees and ensure that the same is shared to Sr. Management 3, Monitor updation of the Faculty loading & Training calendar on a weekly basis to ensure appropriate flow of information to the sales |
| KRA3 | External Licensing | . Monitoring of Licensing for external customers (Distributors) and Renewal of their licence as per IRDA guidelines 2. Ensure adherence to Compliance guidelines with respect to new Corporate Agent tie up, Renewal of Corporate Agents, etc. 3. Monitor updation of the Faculty loading & Training calendar on a weekly basis to ensure proper facilitation to the distributors |
| KRA4 | Internal Customer (Sales) Examination | Monitoring examination schedules for internal customers (Sales) 2. Recommend, Plan and Manage class room training ensure continuous self up-gradation of Individuals about Products and Process knowledge. |
| KRA5 | External Customer (Distributors) Examination | Monitoring examination schedules for external customers (Distributors) 2. Recommend, Plan and Manage class room training to ensure continuous self up-gradation of Individuals about Products and Process knowledge |
| KRA6 | Vendor Payouts – Licensing / IRDA Training | Ensure timely vendor payouts and share cost analysis with on monthly / quarterly with senior management. |
| KRA7 | Process Excellence | 1. With change in regulation which has resulted in increased focus on complaint resolution within TAT set by the regulator, it’s important that Channel Partner and sales team are made aware of this additional regulatory responsibility. Work closely with the channel partners and sales to ensure complaints are resolved within TAT’s 2. Increase awareness amongst all stake holders with regards to IRDA guidelines regarding handling of customer grievances. 3. Identifying way’s to curb the complaints by assessing trends with respect to complaints received and sharing the same with the concerned sales team / channel partners. 4. Implementing innovative method to share complaint analysis to create focus 5. Be part of the decision committee at PGRC 6. meeting and present cases for TPD received from channel partners . Interacting with internal departments (Compliance, Legal, Client Services, POLAD and Customer Services) for solutions to customer complaints received through various mediums. |
| KRA8 | Process Excellence | 6. Automate Complaint handling process completely, so as to have automated analysis and escalations processes in place thus saving time and man hours. 7. Reach out to Channel Partners for quicker resolution of Complaints. 8. Ensure various types of MIS / Trends are shared with the channel heads and channel partners within set time frame to have complete focus on type of complaints to analyse and improve Business Quality. 9. Guide, Intervene and Manage in case of critical issues / escalations to continue long term relationship with the channel partner and the client. |
| KRA9 | Managing the expectations of the Channel Partners | 1. Managing cordial relationship with External & Internal Customers by ensuring prompt & efficient service & resolution of queries. 2. Maintaining a high – end sales support team with user specific TAT’s. 3. Liaise with Business & Relationship Heads to review quality of service & new opportunities |
2 - 4 years
Under Graduate
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