KEY RESPONSIBILITIES
Ø Resolution of customer queries /requests& Complaints
Ø Ensuring quality in processing and responsible at frontend across branches
Ø First time right
Ø Engaging with customers at the GO & DNPS scores
Ø Grievance retention – Retaining customers with mis-selling complaint
Ø Freelook – Retaining customers who wish to cancel the policy
Ø Surrender – Retaining customer who come to surrender the policy
Ø ECS – Retaining customers who want to deactivate their ECS payment method
Ø 13M & 25M Persistency – Driving 60 Day, 90 Day & Customer engagement
Ø Driving Transformation
Revenue Generation – Service to Sales / Recruitment / P@S
Ø Identify training needs of Front end and skill them.
Ø Coaching and Developing the team to meet their goals
Ø Always look for opportunity to upsell a customer once retained.
Ø E2G – Connect with the Top advisors to address their challenges
Ø Creating awareness amongst Advisors – Quality of Business
Ø Coordination with various stake holders
Ø Traction of Applied to Paid – FTR for the zone
Ø Conducting process refreshers and process changes session with the distribution team
Ø Market conduct
Building Leadership and People Capability
Ø Structured capability / competency building and succession planning
Ø Retain top performers
Ø Generating ideas to improve the process / systems
Ø Employee engagement
Ø Driving key initiatives and projects
Quality & Innovation and Digital Saviness
Ø Drive quality culture in the team – YB, GB, BB Projects
Ø Encourage team on process re-engineering to solve customer impact
Ø Drive innovation and Digi Savvy WoW
Ø Ensuring regulatory and statutory compliance
Ø Zero dilution in the process adherence
Measures of Success
- Reduction in Grievance by 50%
- Reduction in CXO escalation by 50%
- Surrender retention > 70%
- Upsell and Recruitment – S2S and S2R
Key Goal (Business)
Grievance & CXO reduction
- Driving customer retention
- Building relationship with customers thru S2D
- Distribution engagement –E2G
- Retention of resources - Identify training needs of Front end and skilling them
- Meeting Business deliverables
Key Relationships (Internal /External)
Collaboration with Zone / Regional / CFT / CET
Collaboration with Distribution Team
Key competencies/skills required
- Must have minimum 12-15 years of experience of which at least 5 years should have been spent in Operations handling large multicity branches (life insurance)
- Interpreting, analyzing data using statistical techniques for trends
Inter personal skills and conflict management is an inherent need for role fitment
