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Manager - Digital Customer Engagement Kolkata, Mumbai, Gurugram
1 month ago
KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members Ensuring quality in Digital calls and responsible for Call Quality Scores Reduction in CXO escalation Service Grievance 13M 25M Persistency Driving 0-60-day collection by calling the customers sellers Driving 0-90-day collection by calling the customers sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager Office Heads DIGITAL CET team Corrective and preventive measures to be implemented to improve persistency FTR P2A Retention Engage to retain Retaining customers with mis-selling complaint Freelook Retaining customers who wish to cancel the policy Surrender Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers 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 training needs of Digisaarthi team and skill them Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro SARAL and servicing in mPower Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders
