Virtual Relationship Executive
Year Pune, Maharashtra, India
Job Description
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- RE Quality Assurance
- Do call barging to RE\xe2\x80\x99s (Relationship Executives) live call to shadow the calls made to IMD\xe2\x80\x99s & give qualitative feedback to RE\xe2\x80\x99s post call to increase the effectiveness of RE\xe2\x80\x99s & service standards.
- Provide & enhance data capturing pointers to RE\xe2\x80\x99s of IMD\xe2\x80\x99s; revise the data capturing formats over period.
- Allocate IMD details to team based on geographical spread & business priorities to RE\xe2\x80\x99s.
- Monitor daily issue tracker to ensure service standard TAT\xe2\x80\x99s / SLA\xe2\x80\x99s are maintained.
- Data Management & Analysis
- Track performance of all categories of IMD\xe2\x80\x99s ( based on banding ) based on business , campaign qualifiers ( past & ongoing ) , health LOB , year end activation etc. & allocate data cut with plan of action to team for follow-up.
- Publish gap analysis report to management based on the calling report of the team.
- Collaborate & connect with cluster heads / zonal heads based on the campaign commitment shared by IMD\xe2\x80\x99s to ensure maximum engagement of IMD\xe2\x80\x99s to improve IMD activation ratio.
- Ensure local leadership is provided with updated IMD touch-point & details to improve service standards.
- Escalation Handling
- Collaborate with cluster heads / zonal heads on issue escalated by IMD\xe2\x80\x99s to MD\xe2\x80\x99s office / NHOD\xe2\x80\x99s desk & ensure closure on priority.
- Monitor issue tracker on daily basis & follow-up on issues crossing TAT / SLA\xe2\x80\x99s.
- People Development
- Design call pitch for RM\xe2\x80\x99s to follow while calling IMD\xe2\x80\x99s.
- Train team on handling escalation calls to ensure speedy resolution to IMD\xe2\x80\x99s.
- Plan training calendar for team on various aspects of business ( new LOB , commission process , product bundling , TAB issuance ) through subject matter experts , to enhance IMD experience & improve activation.
- Train team on objection handling to ensure IMD\xe2\x80\x99s are more effective on field.
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Job Detail
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Job IdJD3260202
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationPune, Maharashtra, India
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EducationNot mentioned
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ExperienceYear