Deputy Unit Manager - RCD - Product

Job Description

Job Purpose Will be responsible to design and institutionalize best-in-class processes around Sales Compliance for multiple products across Rural Business. Goal will be of reducing incidents of compliance by continuously highlighting areas of lapses and implementing remedial measure to eliminate the same. Duties and Responsibilities 1. Identifying key triggers for sampling ? ? Understand different parameters and areas where lapses are possible, thereby identifying triggers on SFDC which can provide better catch rate. This is a key productivity management activity. ? Once identified, creating SFDC reports for these triggers so that daily cases can be pulled without much delay ? Allocation of these cases for sampling ss per the trigger specific team member ? Updating customer calling script according to the trigger identified 2. Daily sampling rigor ? Allocate data for everyday sampling to ensure efficient product level coverage as agreed with business ? Ensure >95% coverage of all locations and managers every quarter – SLA agreed with business ? Ensure >= targeted sampling count for the month, according to quarter plan ? Execute special projects as received from Exe. VP / CBO / BH 3. Quality check on defect findings ? Do sample cross checking of recordings related to the lapses found by team. This ensures only the right catch is passed on to field as a lapse ? Use the sampling call recordings as a tool to guide team for quality improvement 4. Business communication and rebuttal management ? Daily/Weekly/Monthly Catch Report shared with Field team. Schedule calls & personal meetings with ZSM / NSMs / BH to update on lapse trends and suggest remedial actions ? Ensure timely reverts to all communication received from business with supporting facts ? Valid rebuttals to be updated and sampling team to taken through the same with focus on avoiding such mistakes in future 5. Actions implementation ? After month end and post sharing final report, close coordination with product managers for actions to be taken ? Releasing warning letters to FTE with help of HR team ? Coordinating with Staffing team for off role actions ? Confirmation to be taken on each action item and saved for future reference 6. Repository management ? Monthly updation of repository file to enable quick retrieval of data for MD / President / VP reviews ? Responsible for crosschecking the accuracy of repository ? Clubbing actions of RCU and Compliance to present a consolidated repository of lapses and actions taken for each individual 7. Team management & development ? Carry out regular calls with team for training and new idea generation ? Connects for both personal and professional issues ? Providing them ideas and challenges to learn new about systems & applications Key Decisions / Dimensions Following decisions are taken by the role: ? Severity of lapses which ultimately defines the action to be taken ? Increasing / reducing sampling on particular product / location, basis available