manager / sr. manager

 Set-up, define and communicate SLIC SOPs and guidelines for medical testing operations to TPAs; Ensure SLAs and activity wise TATs are clearly understood and          agreed by TPAs
 Review and finalize mapping of empanelled Diagnostic Centers in coordination with TPAs; Ensure availability of medical testing facilities for all SLIC branches /                  locations
 Review and monitor TPA service levels and adherence to SOPs on a continuous basis; Ensure TATs for medical registration, uploading medical reports, submission of     original reports etc. are maintained
 Plan and organize ‘Mystery Shopping’ audits at Diagnostic Centers in coordination with branches / divisional offices; Review audit feedback regarding quality of                 service, adherence to SOPs and escalate issues / lapses with concerned TPAs
 Review and monitor medical pendency cases across branches / divisional offices / channels; Drive closures of pending cases through active follow ups with branch          / divisional offices and TPAs
 Review and validate TPA invoices, obtain payment approvals and coordinate with Accounts for processing payments; Ensure all payments are disbursed accurately and on time
Manage Tele / Video Underwriting Operations
 Establish, set-up and revise SOPs, checklists and scripts for tele / video calling processes (e.g. underwriting
/ fraud detection, medical test feedback, grievance, renewals, agent verification)
 Collate cases from Underwriting team and plan work allocations to effectively manage tele/ video calling
volumes
 Allocate cases and share case data dumps to team members for various calling processes (e.g.
underwriting / fraud detection, very high risk, medical test feedback, grievance, agent verification)
 Ensure completion of daily calls and updation of forms / questionnaires in adherence to SOPs and defined
timelines; Conduct random audits / checks to monitor quality and effectiveness of tele / video calls
conducted by team
 Report and discuss negative findings / fraud cases with Underwriting team; Analyse fraud cases to identify
common patterns / trends and provide inputs for revising underwriting norms & guidelines
MIS, Reports & Data Analytics
 Ensure MIS and reports (e.g. medical pendency, case status trackers, TPA adherence to TAT etc.) are
prepared and circulated to internal and external stakeholders (e.g. branches / divisional offices / channels /
TPAs) as per prescribed formats and timelines
 Perform data analytics and mining to generate insights regarding risk factors, negative locations, DC
feedback etc.; Report and discuss findings with Manger to take appropriate preventive actions to mitigate
SLIC’s risks
Support IT Projects & Audits
 Coordinate with the IT team for new system / module developments, change / enhancement requests and
UATs pertaining to the Underwriting function
 Provide data support for all audits (internal, IRDA) and respond to all audit queries and clarifications raised
Team Management
 Set clear expectations by communicating Tele / Video calling objectives, guidelines, SOPs and timelines to
team members. Review performance of team members and provide on-going feedback
 Train the team on conducting effective tele / video calls, identifying & detecting frauds etc.; Provide
guidance to team on specific cases, queries and escalations

experience

8