Executive - Customer Engagement

4 weeks ago

Kolkata West Bengal, India Max Life Insurance Full time

Job Title Executive - Customer Engagement Position Executive - Customer Engagement No Of Positions 1 Department Operations Function Operations - Bancassurance Reporting to Senior Manager Band 5 Location Kolkata Last date of submission Key Responsibilities 1 DRIVING OPERATIONAL EFFICIENCIES DISTRIBUTION ENAGAGEMENT Daily WIP management Weekly Fort-nightly Governance calls Meetings Quality of Business discussions and drive issuance leakage Persistency E2R Free-look Claims at zone cluster level Processing post issuance customer requests POS Driving Persistency for the zone 2 ESCALATION QUERY MGMT Single point of contact for escalations management service query Under writing URMU claims 3 TRAINING Train and educate sales team on the various ops process underwriting guidelines new initiatives and address FAQs Measure of Success 87 M0 issuance and 94 M2 Issuance 100 Customer Service and complaint resolution within TAT Partner Customer satisfaction score-top 2 boxes with more than 80 Customer retention and reduction in leakage less than 6 pre and post Trainings to partners and Distribution team on ops processes and policies Meet the renewal persistency targets Meet the Surrender retention targets Audit ratings of 2 or above in all internal audits Desired qualifications and experience A Graduate MBA Experience of 5-8 years plus in operations or customer services in a financial services industry Knowledge and skills required Good communication skills Customer centric approach Process documentation and systems approach Previous experience preferably in relationship management and cross functional engagement Computer skills in using databases and office management software including spreadsheets presentation skills Job Title Executive - Customer Engagement Position Executive - Customer Engagement No Of Positions 1 Department Operations Function Operations - Bancassurance Reporting to Senior Manager Band 5 Location Kolkata Last date of submission Key Responsibilities 1 DRIVING OPERATIONAL EFFICIENCIES DISTRIBUTION ENAGAGEMENT Daily WIP management Weekly Fort-nightly Governance calls Meetings Quality of Business discussions and drive issuance leakage Persistency E2R Free-look Claims at zone cluster level Processing post issuance customer requests POS Driving Persistency for the zone 2 ESCALATION QUERY MGMT Single point of contact for escalations management service query Under writing URMU claims 3 TRAINING Train and educate sales team on the various ops process underwriting guidelines new initiatives and address FAQs Measure of Success 87 M0 issuance and 94 M2 Issuance 100 Customer Service and complaint resolution within TAT Partner Customer satisfaction score-top 2 boxes with more than 80 Customer retention and reduction in leakage less than 6 pre and post Trainings to partners and Distribution team on ops processes and policies Meet the renewal persistency targets Meet the Surrender retention targets Audit ratings of 2 or above in all internal audits Desired qualifications and experience A Graduate MBA Experience of 5-8 years plus in operations or customer services in a financial services industry Knowledge and skills required Good communication skills Customer centric approach Process documentation and systems approach Previous experience preferably in relationship management and cross functional engagement Computer skills in using databases and office management software including spreadsheets presentation skills

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