Job Description

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Job Purpose
The Regional Customer Sucess Manager is responsible for the growth and expansion of the business as well as creating customer value during the lifetime of the existing customers by understanding the customer's overall needs and matching those to the products/services that are offered.
Job Context & Major Challenges
Job Context/ Job Challenges:
The Aditya Birla Capital (ABCL) has diverse, industry-leading businesses across multiple verticals, including lending, life insurance, health insurance, insurance booking, mutual funds, housing finance, wealth management, insurance advisory services, retail broking, distribution of third-party products, etc. The rationale for the role lies in the advantage of leveraging internal & external insights to identify opportunities to develop & deliver new initiatives, which will introduce new products & services that will drive growth and improve the customer experience.
Challenges:

• Speedy delivery of communication, instant assistance, or access to online resources for customer queries
• Adding value to any conversation at a rapid pace is one of the main challenges
• Getting support from the stakeholders across the business
• Drive the ways of working in the development processes, improving the quality of solutions, and ensuring we can deliver value as early as possible using a range of methodologies.

Key Result Areas KRA (Accountabilities) (Max 1325 Characters) Supporting Actions (Max 1325 Characters)
KRA1 Opportunity identification oMine cross sell opportunities from centrally shared customer data

• Understanding relevant user insights and pitch cross-sell opportunities through the assigned team members
• Awareness of available products bouquet and their fit with various customer personas
• Identifying opportunities to offer combination solutions based on customer needs
• Identifying areas of improvement for each product with respect to cross-sell opportunities
• Working with the product managers to build product-wise cross-sell propositions

KRA2 Cross LOB communication oNurturing relationships with units to enable meaningful scale for cross-sell opportunities and improve customer lifecycle value

• Work with cross-unit teams to set and achieve targets for cross-selling, new client acquisition & higher products per customer
• Drawing up the cross-sell blueprint for the zone with cross-unit alignment

KRA3 Team training oTraining and upskilling the team on all relevant products and their features
KRA4 Managing lead generation and closure oEnsure robust lead generation by networking across various units to drive cross-sell opportunities

• Follow up for the closure of leads generated

KRA5 Query redressal oDe-bottlenecking any issues, wherever needed

• Working with technology and other teams to drive implementation

KRA6 Achieving new client acquisition & cross sell targets oEnsuring the new client acquisition targets for the zone are achieved

• Owning and delivering the cross-sell strategy and plan for the zone
• Ensuring consistent delivery of cross-selling product/service offerings, driving innovation basis contextual needs of the customer
• Tracking scale and quality on a day-to-day basis and identifying opportunities for improvement