KEY RESPONSIBILITIES
Ø Drive Customer Obsession value for customer
Ø Ensuring quality in processing - DNPS
Ø Reduction in CXO escalation / Service Grievance
Ø Driving 13th Month and 25th M collections (as per pre-decided cohorts) by calling the customers / sellers
Ø 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
Ø Engage to retain – 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
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
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 Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower
Ø Traction of Applied to Paid for the region
Ø Conducting process refreshers and process changes session with the distribution team
Ø Office Visit once a quarter and engaging with the OH
Ø Creating awareness amongst Advisors – Quality of Business
Ø Coordination with various stake holders
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 in the region
Ø Ensuring regulatory and statutory compliance
Ø Zero dilution in the process adherence
Ø Drive people for better capacity and capability development
Ø Drive AI / Transformation agenda in the zone through regular skilling and communication
