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The role is responsible for introducing and managing digital payment solutions to reduce compensation costs, ensuring compliance, and improving claims governance. Key objectives include implementing additional payment modes such as e-vouchers, monitoring issuance for accuracy and fraud prevention, and phasing out legacy processes like EMDs. The position also oversees enhancements to compliance portals and websites, ensuring accurate logic for cancellations and force majeure cases, while driving customer adoption of self-service options. Additionally, the role focuses on strengthening claims governance through workflow improvements, digital consent mechanisms, cost estimation, and clear SOPs to reduce turnaround time and improve decision-making.
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