IRDA Recruitment

Qualification

The candidates should be a Graduate and should possess minimum 2 years of experience in managing CRM operations. Qualified professionals with aforementioned minimum years of experience in CRM operation of Insurance companies may apply. Scale IV and above Officers retired from Public Sector Insurance Companies having the minimum experience of 2 years in managing CRM operations may apply. The Authority reserves the right to relax any of the requirements for the candidates in deserving cases.

Pay
Scale

A retainer fee may ranger between Rs. 60,000/- and Rs. 75,000/- per month depending on the qualifications and experience.

Age
Limit

Not above 62 years as on last date of receipt of application, i.e., 25-02-2020.

Job
Responsibilities

The following are the duties of Consultant: · To handle Consumer Grievance Call Centre matters at Hyderabad Office · To visit the Call Centre as part of the job of overseeing process/operations and technology · To monitor quality and also study required number of live/recorded calls/emails/documents towards ensuring the appropriate quality of the voice calls/emails/scanned documents and the related processes involved · To observe the performance of the Call Centre Response Team and suggest ways of improving efficiency of Call Centre Executives having regard to their floor behavior · To identify the need for Refresher Training for Call Centre Executives not performing well enough both in terms of soft skills and Insurance/Grievance redressal process knowledge and advise the Authority of the action to be taken for the desired customers · To oversee the scrutiny and the registration process followed by the Call Centre Executives on the complaints received and to provide necessary guidance and support wherever required in order to ensure that the objectives of grievance resolution behind the procedures/processes stipulated by IRDAI is achieved · To assist the Authority in expanding the initiative and also forecasting number of work stations from time to time commensurate with the fluctuations in grievances. · To oversee knowledge management including adding new scripts and modifying Standard Operating Procedure · To assess implementation of Call Centre in regional languages and suggest ways and means of improving the reach and service delivery. · To study and inspect technology infrastructure on behalf of the Authority from time to time to ensure appropriate PRI (Primary Rate Interface) Utilization, reduction in average queue time and to ensure appropriate connectivity · To oversee managed backups by Vendor · To monitor the performance of the Vendor in relation to the parameters specified in SLA on matters concerning the complaints including registration · To provide necessary MIS/Periodical statements on the functioning of the Call Centre to the Authority as stipulated from time to time · Any other job related to the working of IGCC and Grievance handling

How to
Apply For
IRDA
vacancy :

· Candidates who satisfy the eligibility conditions may apply by submitting the application strictly in the format as in Annexure. Applications should be sent in a cover superscribing ‘APPLICATION FOR THE POST OF CONSULTANT FOR IGCC ON CONTRACT BASIS’ to The Executive Director (Gen), Insurance Regulatory and Development Authority of India, Survey No.115/1, Financial District, Nanakramguda, Hyderabad – 500 032. A scanned copy of the application may also be forwarded by email to hr@irdai.gov.in. Incomplete applications or applications not in the prescribed format are liable to be rejected. · Last date of receipt of filled in application: 25-02-2020 by 5 PM.

General
Instructions

· Notwithstanding his/her engagement as Consultant, IRDAI retains its right to appoint any other expert to manage Call Centre issues as may be decided. · The appointment of Consultant is of a temporary (non-official) nature and the appointment may be cancelled or terminated through written intimation by either side by giving one month’s notice without assigning any reason. · The appointment of Consultant would be on full-time basis and during the period, the Consultant shall not accept any assignment without obtaining explicit consent from IRDAI. During the period, the Consultant will not advise or accept any assignment with any regulated entity or vendor.

Job
Type

CONTRACTOR

Job
Deatils: