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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.
Nationwide Branches
1,712
No. of Employees
63,750+
Agents/Channel Partners
2,00,000+
Aggregate Assets
INR 5.50 Lakh Cr
Active Customer Base
39 Million
Consolidated Lending Book
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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.
Nationwide Branches
1,712
No. of Employees
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
Financial and Debt-Related Policies
Business and Partnership Policies
Money management made easy
Understanding direct and indirect taxes
Know how to plan retirement well
Insurance and it's aspects for laymen
Investments and their jargon - simplified
Know all about loans and their management
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Life Insurance
Health Insurance
Home Finance
Personal Finance
The purpose of this job is to drive business excellence and encourage a culture of continuous improvement. The role will ensure process efficiency and effectiveness across all teams while adhering to organizational and regulatory standards. The role will be responsible to plan and implement a process-based approach to achieve process excellence, and drive and manage quality initiatives.
Job Context/Job Challenges:
About the Financial Services Industry
India is today one of the most vibrant global economies on the back of robust banking and insurance sectors. It also is expected to be the fourth largest private wealth market globally by 2028. With an increased focus on wealth management and protection of assets, ABC is uniquely posed to reach the Indian population with a wide variety of trusted offerings under a single umbrella. The benefits of achieving a level of granularity in the business book and the opportunity to cater to these segments is immense and is increasing manifold year on year. The challenge here therefore remains as to how we capture a larger share of the opportunity by developing specific solutions to cater each segment of the business. Also by creating an inexpensive and standardized solution to increase the reach into the pockets of individuals across the country to harness on their captive business and explore new opportunities with them.
Market Opportunities – With a large customer base within ABC, there is an opportunity to cross-sell and upsell our products at an individual level. Increasingly Indian customers have started considering insurance and investment partners as extensions of wealth advisers. In this scenario it becomes extremely important to understand their psyche and then provide tailored solutions with wellness benefits which would help them meet their end objectives and bring in profitable revenue source for the company.
About the Aditya Birla Capital
Key Challenges for the role –To ensure that the quality parameters are met as per the regulatory guidelines and internal compliance and quality parameters for both in inhouse and Outsourced Call centers.
| KRA (Accountabilities) (Max 1325 Characters) | Supporting Actions (Max 1325 Characters) | |
|---|---|---|
| KRA1 | To ensure quality of all customer interactions and internal processes | To ensure that the standards of communication through various channels such as telephone, sms, e-mail or regular mail, or fax and Internet, etc is met. Assure regular and consistent calibrations across locations Play a hands-on and visible role in improving the standards Collaborate with the management team of the Call Center to assure standardization, communication, calibration, and consistency. Spearhead analysis, design, and development initiatives related to the product training, refresher, and staff development training needs and recommend appropriate learning and job support solutions. |
| KRA2 | To ensure process excellence | Collaborate with internal stakeholders to improve client processes and drive client value through operational and process excellence Support continuous improvement efforts and implement a method to capture and introduce employee ideas and process improvements Maintain process performance measurements, determine process performance baselines, and statistically analyse metrics to identify areas for process improvement Foster a culture of early problem identification, timely resolution and broad based employee engagement |
| KRA3 | Team Management | Ensure through continuous on the job training, skill enhancement of the QA & Re-engineering team Mentor, supervise and coach the team. Provide for on the job as well as classroom training for skill enhancement Ensure periodic job rotation to give a higher exposure to the team members on all aspects. |
| KRA4 |
5 - 8 years
Post Graduate