Managing PSF and customer service team, ensuring the team adheres to organization objectives. Ensuring sales targets, and cost efficient service delivery. Participating in renewal and surrender retention activities.Customer Service & Operation· Adherence to the KYC norms across the operations and monitoring of customer on boarding due diligence.· Handling Customer grievances and escalations and ensuring amicable resolution within stipulated timelines.· Responsible for internal, external, compliance and statutory audits.· Initial assessment of claims both Health and death, ensure complete documentation HO for claim processing.· Ensuring team provides best resolution to the customer at the first door step by applying the FACT Principles (Fair / Accuracy / Consistency / Transparency)· Assortment of risky profiles, there by generating profitable business to company.· Risk based audit sampling of the reviews performed by the team to ensure compliance to processes.· Representing ICICI Prudential Life Insurance Co. Ltd at the Insurance Ombudsman Office to present the facts of the complaints lodged by the policy holders and coordinating with Legal team at Head Office for all legal related activities.· Branch inspection through branch visit, auditing to ensure process adherence and standardized practice across region.· Convening meetings and actively participating in driving company goals and objectives.

Generating MIS reports & File Management to Sales and Operations for the entire South Zone StatesS2S/Business Development· Initiating contact with potential customers for developing leads, cross-selling and up selling life insurance products.· Business planning and analysis for assessment of revenue potential in business opportunities.· Conducting competitor analysis by keeping abreast of market trends & achieving market share metrics.· Increase in persistency level of the branch by renewal collections. Conducting product presentations & promotional activities for market development & brand visibility.· Assortment of risky profiles, thereby generating profitable business to company.· Underwriting & processing of insurance proposals strictly as per the AML & KYC guidelines.· Handling internal & external customer queries.· Online application queries and co ordination with central teams.· Defect analysis of new business· New process roll outs on various updates of organization· Generating new leads from walk in customers for conversion of new business (S2S Service to sales)· Top ups for old customers (S2T) as a part of revenue addition.· Increasing the persistency level of the branch by renewal collection.