L1 -Issuer

L1 -Issuer

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UW Support PI Job Standards for 2010

Overview:

 As the key interface between the Vantage Agora and Deep South, UW Support Issuers ensure that all the policies that are to be issued are processed within the set timeframes with quality work been delivered.

 Based upon the goals outlined in this document, it is expected that each issuer performs their role to the best of their ability and follow departmental guidelines and procedures as directed by their Team Manager and/or Assistant Manager. Compliance in all areas of expectation is critical and if areas of development exist, plans will be outlined and managed by the raters Team Manager and/or Assistant Manager and improvement must be shown over reasonable and expected timeframes

 Below is an outline of goals for U/W Support Issuer with key descriptions and measurements for each expectation along with weighting expectations as it affects performance reviews on the semi and annual period is provided.

 Goals:

    1.  Quality Scores 30%
    2. No of Policies Issued 30%
    3. Product Knowledge Test 15%
    4. Schedule Adherence and Absenteeism 15%
    5. Traits 10%

 Detail:

 Quality Scores (30%)

 To ensure the long-term profitability and stability of Vantage Agora, as well as the sustainability of Deep South, it is critical that each issuer exemplify the model of consistency in error rates and attention to detail.

Performance scores will be based on the Underwriting Team’s (Deep South) requirements. Lead analyst and/or the team leader will conduct the quality audits for all the issuers. Error percentage will be calculated as per the number of error v/s the total number of files completed. At half yearly and year-end reviews, average semi-annual and annual scores will determine the issuers rating in this category.

Each issuer receives continuous feedback from designated supervisors associated with the process that addresses our legal and customer experience requirements. By assuring that feedback is reviewed and delivered in a timely and effective manner, the Operations team, in conjunction with the training team, will shape the public image of the company. The Supervisors will complete the evaluation form 1 policy for every 8 policies issued. These scores will further reflect on the individual’s annual and/or semi-annual reviews.

Individual Error Average

Performance Review Score (Out of 5)

98% – 100%

5

<97%

4

<95%

3

<92%

2

<90%

1

 Productivity (No of Policies Issued) (30%)

Issuers are expected to issue policies against monthly and weekly targets set prior to each month, designed to achieve organizational results and revenue generation target. Issuers are also expected to issue maximum number of policies while balancing the quality of the business and the long-term profitability of the organization. It is of critical importance that the correct procedures and documentation practices are adhered to as will be assessed in underwriting evaluations.

The job and competencies of issuers are easily quantified when benchmarked against realistically set targets, which can be easily extrapolated from production plans as outlined by our infrastructure and executive teams in conjunction with Deep South.

At 6 month and year-end reviews, semi-annual and annual scored will determine the issuers rating in this category.

% VS Target

Performance Review Score (Out of 5)

116% – 120%+

5

111% – 115.9%

4

100%-110.9%

3

90%-99.9%

2

<89.9%

1

 Product Knowledge Test (15%)

 Being the only team that is issuing most of the policies for Deep South, the team is expected to deliver an exceptional customer experience by ensuring that all Issuers are updated with the latest information on Underwriting and are also constantly refreshing their knowledge on insurance.

The training team will ensure that the test are conducted monthly per issuer and team on the last week of the month and publish an average score of the center and team members.

At 6 month and year-end reviews, semi-annual and annual scores will determine the Issuer’s rating in this category.

Individual Scores

Performance Review Score (Out of 5)

98% – 100%

5

<97%

4

<93%

3

<90%

2

<87%

1

 Schedule Adherence / Absenteeism (15%)

In an organization, it is critical that issuers arrive on time and ready to perform their tasks at the beginning of their shift unless directed to do otherwise by their supervisor. It is also critical that scheduled breaks are taken as close to the correct time as is possible and are within allotted timeframes. Without strict compliance in these areas from all issuers, the organization runs the risk of failing to meet overall Service Level Agreement (SLA) objectives.

It is an issuer’s responsibility to contact their supervisor if they are going to be late or unable to attend work for any scheduled shift. Habitual lateness will result in an impact to the overall semi-annual and annual review of the issuers. All these activities will be monitored via their access card swipes.

At 6 month and year-end reviews, semi-annual and annual scores will determine the rater’s rating in this category.

# of Leaves/ Lates

Performance Review Score (Out of 5)

0 days and 0 Lates

5

½ a day – 1 Lates

4

1 day – 2 Lates

3

2 days – 3 Lates

2

>2 days – >3 Lates

1

 Traits and Values (10%)

 Team Work

  • Maintains a positive interaction with peers and supervisors

  • Is able to work in a team and contribute actively towards a common set of objectives

  • Participates in all team outings, theme days and other official get together

 Integrity

  • Adheres to organizational work ethics

  • Confirms to floor behavioral requirements

  • Follows rules and regulations while working on Applications

 Initiatives

  • Having a creative mind and developing new ideas that benefits the organization and the process

  • Does not give any excuses for failure or non completion of work responsibilities

  • Is dependable and shows considerable maturity in interaction with peers.

 Commitment

  • To go beyond the call of duty when there is a program or team requirement

  • To contribute significantly in team meetings/focus groups on measures to improve performance / processes

  • Strive to excel and display a desire for continuous improvement.

Traits and Values

Performance Review Score (Out of 5)

Excellent

5

Good

4

On Target

3

Average

2

Below Average

1

Harsha

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