Retail Helpdesk (Chennai)

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 .