Job Description
PositionChief Manager – Customer Engagement Team
Position
1 – Zone Officer – East 2DepartmentCustomer Engagement TeamFunctionOperationsReporting toVice President – CET (Agency)Band4BLocationLucknow GO-1Team size (D/I)
27
JOB SUMMARY
Customer Engagement
Service Grievance and CEO/XO escalations
DNPS
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
Capability and Capacity buildup / Transformation
Audit Compliance
KEY RESPONSIBILITIES
Customer Engagement
Drive Customer Obsession value for customer
Ensuring quality in processing - DNPS
Reduction in CXO escalation / Service Grievance
13M 25M Persistency
Driving 13th Month and 25th M collections (as per pre-decided cohorts) by calling the customers / sellers
Drive all input activities (Proactive / Reactive) to achieve 13th + 25th M Collections
Creating visibility for all stakeholders 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
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.
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
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
Capacity and Capability
Drive people for better capacity and capability development
Drive AI / Transformation agenda in the zone through regular skilling and communication
Measures of Success
DNPS - 96
Reduction in CXO escalation by 50%
Customer Engagement60%
13M Persistency 86%
25M Persistency 86%
Engage to Retain 50%
Freelook retention 40%
Surrender retention 70%
ECS retention 40%
S2S, S2R – 100%
Applied to Paid94%
Key Goal (Business)
Building relationship with customers through customer obsession value
Driving customer retention and Persistency
Meeting Business and recruitment target for the region.
Distribution engagement
Identify training needs of Front end and skilling them.
Key Relationships (Internal /External)
Collaboration with Zonal / Regional / CET
Collaboration with Distribution Team
Key competencies/skills required
Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service
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
MBA/Post Graduate in Management preferred
Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service
Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies
