Job Description

Position Manager - Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 4 Location Chandigarh GO Team size (D/I) 20 JOB SUMMARY Customer Engagement Service to Delight Insta Service 13M & 25M Persistency Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Customer Engagement Resolution of customer queries and requests on mail - S2D Ensuring quality in processing and responsible for S2D-NPS score Reduction in CXO escalation / Service Grievance Engaging with customers at the GO & NPS score 13M & 25M Persistency Driving 0-60 day collection by calling the customers / sellers Driving 0-90 day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & CET team. Corrective and preventive measures to be implemented to improve persistency Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Front end and skill them. Coaching and Developing the team to meet their goals Always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Office Visit once a quarter and engaging with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Measures of Success S2D NPS Scores 75 S2D Simple query TAT in 1 day- 90% Reduction in CXO escalation by 50% NPS Scores 90% Customer Engagement 60% 13M Persistency 87% 25M Persistency 85% Engage to Retain 50% Freelook retention 40% Surrender retention 70% ECS retention 40% S2S, S2R - 100% Applied to Paid 90% Key Goal (Business) Building relationship with customers thru S2D Driving customer retention and Persistency Meeting Business and recruitment target for the region. Distribution engagement Identify training needs of Front end and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / CET Collaboration with Distribution Team Key competencies/skills required Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience MBA/Post Graduate in Management preferred Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies Position Manager - Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 4 Location Chandigarh GO Team size (D/I) 20 JOB SUMMARY Customer Engagement Service to Delight Insta Service 13M & 25M Persistency Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Customer Engagement Resolution of customer queries and requests on mail - S2D Ensuring quality in processing and responsible for S2D-NPS score Reduction in CXO escalation / Service Grievance Engaging with customers at the GO & NPS score 13M & 25M Persistency Driving 0-60 day collection by calling the customers / sellers Driving 0-90 day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & CET team. Corrective and preventive measures to be implemented to improve persistency Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Front end and skill them. Coaching and Developing the team to meet their goals Always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Office Visit once a quarter and engaging with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Measures of Success S2D NPS Scores 75 S2D Simple query TAT in 1 day- 90% Reduction in CXO escalation by 50% NPS Scores 90% Customer Engagement 60% 13M Persistency 87% 25M Persistency 85% Engage to Retain 50% Freelook retention 40% Surrender retention 70% ECS retention 40% S2S, S2R - 100% Applied to Paid 90% Key Goal (Business) Building relationship with customers thru S2D Driving customer retention and Persistency Meeting Business and recruitment target for the region. Distribution engagement Identify training needs of Front end and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / CET Collaboration with Distribution Team Key competencies/skills required Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience MBA/Post Graduate in Management preferred Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies

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