Manager - Customer Engagement

4 weeks ago


Kolkata, West Bengal, India Max Life Insurance Full time
Job Description

- 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

- Customer Engagement - As per the process
- Retention (All 4 cohorts) - As per the Process
- NPS-85
- 100% Banking with 24 hours.
- Vendor payment TAT should be
- Surrender Requests
- 100 % Accuracy of POS requests
- 100 % Accuracy of Customer service
- Zero Day upload of POS & Claims Docs in FTP server.
- Audit rating 2
- Persistency
- New Business P2A Drive
- Review of team members Quarterly

Desired qualifications and experience

- Graduate / Post-Graduate in any discipline.
- 10 years experience handling front end customer services
- Knowledge of service quality is required
- Team handling with more than 8 employees

Knowledge and skills required

- Must be highly customer centric
- Excellent communication skills
- Good co-ordination skills
- Data management on Excel should be good

Role:Customer Success Manager

Industry Type:Insurance

Department:Customer Success,Service & Operations

Employment Type:Full Time, Permanent

Role Category:Customer Success

Education

UG:Any Graduate

PG:Any Postgraduate

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