Manager - Customer Engagement

PositionManager - Digital Customer Engagement TeamPosition1DepartmentCustomer Engagement TeamFunctionOperationsReporting toZonal OfficerBand3LocationAs per requirementTeam size D I 7-8JOB SUMMARY Digital Customer Engagement Market Conduct -13M 25M Persistency FIR and GIR Retention - E2R Freelook Surrender ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance WIP management Distribution engagement Building Leadership People Capability Audit Compliance 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 Building Leadership and People Capability Structured capability competency building and succession planning Retain top performers Generating ideas to improve the process systems Employee engagement Driving key initiatives and projects in the region Audit Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores OA-95 FEA-100 Reduction in CXO escalation by 50 DNPS Scores 94 Customer Engagement50 13M Persistency 90 25M Persistency 88 Engage to Retain 65 Freelook retention 50 Surrender retention 70 ECS retention 50 S2S S2R - 100 As per the Target Applied to Paid 92 Key Goal Business Driving customer Retention Persistency Meeting S2S R target for the region Distribution engagement Identify training needs of Front end team and skilling them Key Relationships Internal External Collaboration with Zonal Regional Digital CET Collaboration with Distribution Cross Functional TeamsKey competencies skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and or Customer Service on a supervisory role Interpreting analyzing data using statistical techniques for trends Develop and Implement databases data collection systems data analytics and other strategies that optimize statistical efficiency and quality Good presentation skills Desired qualification and experiencePost Graduate in Management preferredMust have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations or Customer ServiceExperience of managing Operations or Customer ServicePositionManager - Digital Customer Engagement TeamPosition1DepartmentCustomer Engagement TeamFunctionOperationsReporting toZonal OfficerBand3LocationAs per requirementTeam size D I 7-8JOB SUMMARY Digital Customer Engagement Market Conduct -13M 25M Persistency FIR and GIR Retention - E2R Freelook Surrender ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance WIP management Distribution engagement Building Leadership People Capability Audit Compliance 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 Building Leadership and People Capability Structured capability competency building and succession planning Retain top performers Generating ideas to improve the process systems Employee engagement Driving key initiatives and projects in the region Audit Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores OA-95 FEA-100 Reduction in CXO escalation by 50 DNPS Scores 94 Customer Engagement50 13M Persistency 90 25M Persistency 88 Engage to Retain 65 Freelook retention 50 Surrender retention 70 ECS retention 50 S2S S2R - 100 As per the Target Applied to Paid 92 Key Goal Business Driving customer Retention Persistency Meeting S2S R target for the region Distribution engagement Identify training needs of Front end team and skilling them Key Relationships Internal External Collaboration with Zonal Regional Digital CET Collaboration with Distribution Cross Functional TeamsKey competencies skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and or Customer Service on a supervisory role Interpreting analyzing data using statistical techniques for trends Develop and Implement databases data collection systems data analytics and other strategies that optimize statistical efficiency and quality Good presentation skills Desired qualification and experiencePost Graduate in Management preferredMust have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations or Customer ServiceExperience of managing Operations or Customer Service