Job Description

Position
Manager - Digital Customer Engagement Team
Position
1
Department
Customer Engagement Team
Function
Operations
Reporting to
Zonal Officer
Band
3
Location
As per requirement
Team size (D/I)
7-8
JOB SUMMARY

• Digital Customer Engagement
• Market Conduct -13M & 25M Persistency, FIR and GIR
• 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

• Digital Customer Engagement

• Call Quality Audit of digital calls taken by respective team members.
• Ensuring quality in Digital calls and responsible for Call Quality Scores.
• Reduction in CXO escalation / Service Grievance

• 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 & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

• 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 team on how to engage with the Digital customers 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 Digisaarthi team and skill them.
• Coaching and Developing the team to meet their goals
• Driving the team to 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/ SARAL 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

• Monthly connect 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
• Self Audit of the assigned branches

Measures of Success

• Quality Scores (OA-95% / FEA-100%)
• Reduction in CXO escalation by 50%
• DNPS Scores

=94 * Customer Engagement
50% * 13M Persistency
=90% * 25M Persistency
=88% * Engage to Retain
=65% * Freelook retention
=50% * Surrender retention
=70% * ECS retention
=50% * S2S, S2R - 100% As per the Target

• Applied to Paid

=92%
Key Goal (Business)

• Driving customer Retention& Persistency
• Meeting S2S/R target for the region.
• Distribution engagement
• Identify training needs of Front end team and skilling them.

Key Relationships (Internal /External)
Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams
Key competencies/skills required

• Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role
• 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
Post Graduate in Management preferred
Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service
Experience of managing Operations / or Customer Service

Position
Manager - Digital Customer Engagement Team
Position
1
Department
Customer Engagement Team
Function
Operations
Reporting to
Zonal Officer
Band
3
Location
As per requirement
Team size (D/I)
7-8
JOB SUMMARY

• Digital Customer Engagement
• Market Conduct -13M & 25M Persistency, FIR and GIR
• 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

• Digital Customer Engagement

• Call Quality Audit of digital calls taken by respective team members.
• Ensuring quality in Digital calls and responsible for Call Quality Scores.
• Reduction in CXO escalation / Service Grievance

• 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 & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

• 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 team on how to engage with the Digital customers 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 Digisaarthi team and skill them.
• Coaching and Developing the team to meet their goals
• Driving the team to 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/ SARAL 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

• Monthly connect 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
• Self Audit of the assigned branches

Measures of Success

• Quality Scores (OA-95% / FEA-100%)
• Reduction in CXO escalation by 50%
• DNPS Scores

=94 * Customer Engagement
50% * 13M Persistency
=90% * 25M Persistency
=88% * Engage to Retain
=65% * Freelook retention
=50% * Surrender retention
=70% * ECS retention
=50% * S2S, S2R - 100% As per the Target

• Applied to Paid

=92%
Key Goal (Business)

• Driving customer Retention& Persistency
• Meeting S2S/R target for the region.
• Distribution engagement
• Identify training needs of Front end team and skilling them.

Key Relationships (Internal /External)
Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams
Key competencies/skills required

• Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role
• 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
Post Graduate in Management preferred
Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service
Experience of managing Operations / or Customer Service