Job Description
PositionSr. Manager – Digital Customer Engagement Team
Position
1DepartmentCustomer Engagement TeamFunctionOperationsReporting toZonal OfficerBand4ALocationAs per requirementTeam size (D/I)
7-8
JOB SUMMARY
End-to-end management of video-based customer service operations
Digital Customer Engagement ensuring excellent customer experience, operational efficiency, regulatory compliance, and team performance.
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
Compliance Risk Management
Process Improvement Innovation
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
Oversee daily operations of the video call service center, ensuring smooth and uninterrupted service delivery.
Manage inbound video call volumes in line with business SLAs and productivity targets.
Ensure optimal manpower planning, rostering, and capacity management.
Drive adherence to SOPs, TATs, and service benchmarks.
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
Compliance Risk Management
Ensuring regulatory and statutory compliance
Zero dilution in the process adherence
Coordinate with Risk, Compliance, and Audit teams for reviews and corrective actions.
Ensure data privacy, confidentiality, and information security standards.
Process Improvement Innovation
Identify opportunities to enhance customer experience through automation, digitization, and best practices.
Support implementation of new tools, video platforms, and process enhancements.
Drive change management and adoption across teams.
Measures of Success
Quality Scores (OA-95% / FEA-100%)
Reduction in CXO escalation by 50%
DNPS Scores=94
Customer Engagement50%
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 Strong knowledge of contact center operations
Interpreting, analyzing data using statistical techniques for trends
Good understanding of CRM systems, video calling platforms, and digital workflows.
Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
Proven people management and coaching capability.
Presentation, and stakeholder management skills.
Strong decision-making and problem-solving abilities.
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
