Team Member - Embedded Wellness

Job Summary

The purpose of the job is to maintain relationship with all the Lifestyle and Wellness partners for Multiply product. This includes resolving all customer request related to the partners and ficial reconciliation of the transactions.

Dimensions

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• Partners managed:
  • Wellness Wallet 3
  • Lifestyle 9
  • Fitness centres 600+
• Complete the reconciliation of all the partners by 5th of next month
• Resolve all customer queries where coordination with the Partners are required in T+1 day

Key Challenges for the Role

Aditya Birla Health Insurance Co. Limited (ABHICL) was incorporated in 2015 as a 51:49 joint venture between Aditya Birla Capital Limited (ABCL) and MMI Strategic Investments (Pty) Ltd. ABHICL commenced its operations in October 2016.

ABHICL has entered the competitive health insurance market with an aim to expand the category to wider customer segments, beyond the ones that health insurance companies traditionally have marketed to. As the 6th entrant in a category with wellestablished players, ABHICL is creating differentiation and equity for itself though the unique business proposition of Health Insurance for All , a one of a kind proposition in India at the moment. This is a philosophy that is being built through every single consumer touch point and into every single backend process of the company to ensure a customer s experience of our proposition is continuous and seamless.

ABHI s unique offering to market includes proposition includes

• A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
• A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
• ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
• ABHICL s vision has always been digital. The company has been successful in adopting paperless approach right from identifying to onboarding to delivering seamless experience of its customers employees.

Key Challenges for the Role (continued)

• Ficial arrangement with all the partners is different. The reconciliation process is also different which needs to be completed by the 5th of next month
• Identify suspicious transactions in the partner environment to flag it, in order to control losses
• Manage customer queries / requests / complaints. Identify if it needs to be resolved internally or via the Partner. Accordingly coordinate internally or with the Partner to get the issue resolved
• Interact with customers for their grievances related to any partner
• Manage the vendors to ensure adherence of TAT and quality standards
• Process errorfree manual transactions in absence of integrated systems
• Coordinate with various departments like Technology, Fice, Contact center to ensure accurate and timely processing of transactions

Key Result Areas

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