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Career Opportunities Job Code: IJP-Asst Mgr Customer Engagement
Position
Asst Mgr – Customer EngagementNo. of Positions1
Department
OperationsFunctionField Operations
Reporting to
Chief Manager - Customer EngagementBand5A
Location
AlwarLast date of submission
Key Responsibilities:
· Managing office administration assets and upkeep of the same.
· Agents Contracting
· New Business Processing
· Banking of Initial & Renewal Premium
· Managing Petty cash & vendor payments
· Retention of Surrender Requests
· Execution of all Service Requests - Post Policy Issuance
· Reverting on customer queries and complaints
· Maintaining high NPS Scores
· Life Claims processing
· Handling compliance issues.
· Audit Rating
Measure of Success:
Service to Delight-NPS-90 & 3 days TAT
Customer Engagement - 70%
Surrender Retention - 70%
NPS-90
100% Banking with 24 hours.
Vendor payment TAT should be < 10 days
Surrender Requests <1%
100 % Accuracy of POS requests
100 % Accuracy of Customer service
Zero Day upload of POS & Claims Docs in FTP server.
Audit rating 2
Service to Recruitment-100%
Service to Sales(Agency & Cat)-100%
Persistency-90%
Freelook to retain-45%
Desired qualifications and experience:
· Graduate / Post-Graduate in any discipline.
· 2-3 years experience handling front end customer services
· Knowledge of service quality is required
Knowledge and skills required:
Must be highly customer centric
Excellent communication skills
Good co-ordination skills
Data management on Excel should be good
Work arrangement
No
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