Job Description

Career Opportunities
Job Code: IJP/Executive - Executive Customer Engagement -
Position
SDE
No. Of Positions
1
Department
Operations
Function
Operations - APC
Reporting to
Customer Service Manager
Band
5A
Location
MUMBAI1
APC (KHAR)
Last date of submission
Key Responsibilities:

• Processing of New Business Queries
• Discrepancy Management - FOP\'s
• WIP Management
• Handling Field Ops Queries & Complaints
• Processing of cheques / cash / credit card
• Poll Coll clearance
• Petty Cash Management
• Vendor Management
• Statutory and Facility Management
• Agency Contract - Existing agents

Adherence to all regulatory requirements

• Processing of customer request - POS
• Sales to Service & Recruitment.
• Persistency -13th and 25th Month
• Customer Retention and Revenue

Measure of Success:

• Applied to Paid ratio

88% * Reduction in discrepancy rate
3% * Resolution of GO actionable with TAT

• Customer / Distribution satisfaction score +3.5
• 100% in Day 1
• Creation of PCV on a real time basis with replenishment on 40% balance
• Timely processing of bills and effective cost management
• Adhere to the laid down process and guidelines

Timely processing of docs within 2 days of receipt

• Agent Query and Code follow-up
• Processing the agent reimbursement as per guidelines and accurately
• POS accuracy at 97% and Decline at 3%
• Collection of 13+25 Month

89% * Surrender/Retention
70%,ECS Retention
30%
CET Role: Has to handle external & internal customer queries, service request process, generating business S2S, S2R, perisistency collection and maintaining and achieving all the KRA and Contest and others.
Desired qualifications and experience:

• Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance
• ELIGIBILITY

• Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
• Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3
Knowledge and skills required:

• Ability to work in a fast paced environment
• Strong people skills
• Good co-ordination skills
• Data management on Excel should be good
• Accounting Knowledge
• Customer Centric

Career Opportunities
Job Code: IJP/Executive - Executive Customer Engagement -
Position
SDE
No. Of Positions
1
Department
Operations
Function
Operations - APC
Reporting to
Customer Service Manager
Band
5A
Location
MUMBAI1
APC (KHAR)
Last date of submission
Key Responsibilities:

• Processing of New Business Queries
• Discrepancy Management - FOP\'s
• WIP Management
• Handling Field Ops Queries & Complaints
• Processing of cheques / cash / credit card
• Poll Coll clearance
• Petty Cash Management
• Vendor Management
• Statutory and Facility Management
• Agency Contract - Existing agents

Adherence to all regulatory requirements

• Processing of customer request - POS
• Sales to Service & Recruitment.
• Persistency -13th and 25th Month
• Customer Retention and Revenue

Measure of Success:

• Applied to Paid ratio

88% * Reduction in discrepancy rate
3% * Resolution of GO actionable with TAT

• Customer / Distribution satisfaction score +3.5
• 100% in Day 1
• Creation of PCV on a real time basis with replenishment on 40% balance
• Timely processing of bills and effective cost management
• Adhere to the laid down process and guidelines

Timely processing of docs within 2 days of receipt

• Agent Query and Code follow-up
• Processing the agent reimbursement as per guidelines and accurately
• POS accuracy at 97% and Decline at 3%
• Collection of 13+25 Month

89% * Surrender/Retention
70%,ECS Retention
30%
CET Role: Has to handle external & internal customer queries, service request process, generating business S2S, S2R, perisistency collection and maintaining and achieving all the KRA and Contest and others.
Desired qualifications and experience:

• Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance
• ELIGIBILITY

• Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
• Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3
Knowledge and skills required:

• Ability to work in a fast paced environment
• Strong people skills
• Good co-ordination skills
• Data management on Excel should be good
• Accounting Knowledge
• Customer Centric