Job Description
Job TitleChief Manager – Customer Engagement TeamLocationBranch NameDepartmentCustomer Engagement TeamFunctionOperations- AgencyReporting toVice President, Agency OperationsBand4B
JOB SUMMARY
13M 25M Persistency including ULIP Collections
Freelook Retention including FIR
Misselling Retentions including GIR
Distribution Engagement
Stakeholder Management
Building Leadership People Capability
Audit Compliance
Enablement through Tech developments
Engagements through Super Customer Week
KEY RESPONSIBILITIES
13M 25M Persistency alongwith ULIP Collections
Driving collection by calling the customers / sellers across cohorts
Driving multiple initiatives like ULIP and different BOR collection
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
Retentions
Engage to retain – Retaining customers with Mis-selling complaint
Freelook – Retaining customers who wish to cancel the policy
ECS and Mode Change – Retaining customers who want to deactivate their ECS payment method and change the mode of the payments
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 need of multiple opportunities like Super Customer Week to engagement more and in better way with the customers.
Coaching and Developing the team to meet their goals
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
Generating ideas to improve the process / systems
Employee engagement
Driving key initiatives and projects in the zones / region
Audit Compliance
Ensuring regulatory and statutory compliance
Zero dilution in the process adherence
Measures of Success
13M Persistency = 90.5%
25M Persistency = 90%
Engage to Retain = 67%
Engage to Retain (IRDAI) = 60%
Freelook retention = 50%
ECS retention 50%
Key Goal (Business)
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
