Job Description

Job Location

Gurgaon GO

• 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

Job Summary:

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

Key Responsibilities/ Key Deliverables:

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.

Measures of Success:

• 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

Job Summary:

• 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

Knowledge & Skill Matrix:

Additional Information (Optional):