01Overview
ole Overview
The Retail OEM Helpdesk Operations role is responsible for managing day-to-day helpdesk support for OEM retail networks, ensuring smooth policy issuance, endorsements, renewals, and claims coordination. The role acts as a single point of contact for OEM dealers, retail partners, and internal stakeholders to deliver efficient and compliant operational support.
Key Responsibilities
Helpdesk & Retail Support
- Manage inbound and outbound support for OEM dealers, distributors, and retail partners
- Provide operational assistance for policy issuance, endorsements, cancellations, and renewals
- Resolve dealer queries related to products, pricing, systems, and process workflows
- Ensure adherence to defined TATs and service quality standards
OEM & Partner Coordination
- Act as the primary interface between OEM retail network and internal teams (insurers, underwriting, IT, finance, claims)
- Support onboarding and training of current dealers and retail partners
- Coordinate OEM-specific schemes, campaigns, and product updates
Systems & Process Management
- Monitor policy issuance systems, OEM portals, and insurer platforms
- Track and resolve system-related issues in coordination with IT and insurer tech teams
- Ensure accurate data capture and documentation across retail transactions
Claims & Post-Sales Support
- Provide first-level claims support and escalation for retail OEM customers
- Coordinate with insurers and claims teams for status updates and resolution
- Support customer communications related to claims and post-sales servicing
MIS, Controls & Compliance
- Prepare and maintain MIS dashboards on tickets, TATs, productivity, and dealer performance
- Ensure compliance with regulatory, OEM, and internal operational guidelines
- Support audits, reconciliations, and process improvement initiatives
Key Skills & Competencies
- Strong understanding of retail insurance operations (Motor / Health / Gadget depending on OEM)
- Experience in helpdesk or contact .
