Job Description

Job Title : Executive - Customer Engagement
Position
Executive - Customer Engagement
No. Of Positions
1
Department
Operations
Function
Operations - Bancassurance
Reporting to
Senior Manager
Band
5
Location
Kolkata
Last date of submission
Key Responsibilities:
1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

• Daily WIP management
• Weekly/Fort-nightly Governance calls/Meetings
• Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level
• Processing post issuance customer requests(POS)
• Driving Persistency for the zone.

2) ESCALATION & QUERY MGMT Single point of contact for escalations management (service query / Under writing/URMU / claims)
3) TRAINING: Train and educate sales team on the various ops process, underwriting guidelines, new initiatives and address FAQs
Measure of Success:
87% M0 issuance and 94% M2 Issuance

• 100% Customer Service and complaint resolution within TAT

• Partner, Customer satisfaction score-top 2 boxes with more than 80%

• Customer retention and reduction in leakage (less than 6 % pre and post)

• Trainings to partners and Distribution team on ops processes and policies

• Meet the renewal / persistency targets

• Meet the Surrender retention targets

• Audit ratings of 2 or above in all internal audits

Desired qualifications and experience:

• A Graduate/MBA
• Experience of 5-8 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:

• Good communication skills
• Customer centric approach
• Process documentation and systems approach
• Previous experience preferably in relationship management and cross functional engagement
• Computer skills in using databases and office management software including spreadsheets/presentation skills.

Job Title : Executive - Customer Engagement
Position
Executive - Customer Engagement
No. Of Positions
1
Department
Operations
Function
Operations - Bancassurance
Reporting to
Senior Manager
Band
5
Location
Kolkata
Last date of submission
Key Responsibilities:
1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

• Daily WIP management
• Weekly/Fort-nightly Governance calls/Meetings
• Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level
• Processing post issuance customer requests(POS)
• Driving Persistency for the zone.

2) ESCALATION & QUERY MGMT Single point of contact for escalations management (service query / Under writing/URMU / claims)
3) TRAINING: Train and educate sales team on the various ops process, underwriting guidelines, new initiatives and address FAQs
Measure of Success:
87% M0 issuance and 94% M2 Issuance

• 100% Customer Service and complaint resolution within TAT

• Partner, Customer satisfaction score-top 2 boxes with more than 80%

• Customer retention and reduction in leakage (less than 6 % pre and post)

• Trainings to partners and Distribution team on ops processes and policies

• Meet the renewal / persistency targets

• Meet the Surrender retention targets

• Audit ratings of 2 or above in all internal audits

Desired qualifications and experience:

• A Graduate/MBA
• Experience of 5-8 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:

• Good communication skills
• Customer centric approach
• Process documentation and systems approach
• Previous experience preferably in relationship management and cross functional engagement
• Computer skills in using databases and office management software including spreadsheets/presentation skills.