Assistant Manager Customer Centricity

2 weeks ago

Pune India Bajaj General Insurance Full time

Job Description PG Exception Reporting - Daily Monitoring & Analysis: Download and review PG Exception reports from Qlik Sense dashboard; compare with previous day data to identify receipt-not-generated (RNG) cases. - Case Resolution & Escalation: Share RNG cases with 18 Team Leaders (TLs) for clearance; follow up regularly. Escalate high-ageing unresolved cases via email. - Cross-Functional Coordination: Liaise with relevant teams to resolve cases stuck due to missing fields, payment confirmation issues, IMD code, or unmapped locations. Forward dealer-related exceptions to Extended Warranty team. - Process Governance: Manage transactional updates (TL mapping corrections, dashboard refresh delays). Coordinate with technical teams to resolve dashboard/table refresh issues and process fixation. - Customer Service (CS) Work - Automation & Efficiency: Develop and maintain automation for daily refresh of Service Request (SR) data. - Dashboard Management: Resolve dashboard issues (duplicate SR removal, table migration, refresh delays). Implement enhancements such as new fields (Customer Loyalty, Fill Rate, Line of Business, Product Code, Product Category). - Performance Monitoring: Track SR volumes; generate weekly and monthly performance reports. - Process Mapping: Map customer support touchpoints and language accessibility for BGIL processes. - Stakeholder Engagement: Collaborate with CS SPOCs to align dashboard functionalities, SR creation processes, and CRM terminology. - Company-Level Pendency Management - Pendency Tracking: Monitor overall company-level pendency, focusing on 1-month to 1-year ageing buckets. - Discrepancy Management: Address issues in discrepancy reports (audience corrections, data mismatches, incorrect mailers, mail size reduction). - Escalation & Clearance: Share high-ageing and high-ticket-size cases with ZOSM/BOSM for expedited clearance. Proactively send cases nearing ageing buckets and high-value cases to channel SPOCs for timely resolution. Additional Responsibilities (Customer Centricity Focus) - Customer Advocacy: Act as the voice of the customer in exception handling, pendency management, and dashboard improvements. - Continuous Improvement: Identify opportunities to streamline processes, reduce turnaround times, and enhance transparency. - Data Insights: Provide actionable insights from exception reports, SR dashboards, and pendency tracking to leadership. - Compliance & Governance: Ensure adherence to company policies, audit requirements, and data accuracy standards. - Innovation: Explore AI/automation opportunities to improve exception handling, customer service reporting, and pendency clearance. - Customer Experience Enhancement: Drive initiatives that improve satisfaction, loyalty, and trust across all customer touchpoints

  • Assistant Manager Customer Centricity

    1 week ago

    Pune, Maharashtra, India Bajaj General Insurance Full time

    PG Exception ReportingDaily Monitoring & Analysis: Download and review PG Exception reports from Qlik Sense dashboard; compare with previous day data to identify receipt-not-generated (RNG) cases.Case Resolution & Escalation: Share RNG cases with 18 Team Leaders (TLs) for clearance; follow up regularly. Escalate high-ageing unresolved cases via...

  • Relationship Manager

    2 weeks ago

    Chennai, India Centricity WealthTech Full time

    Job Description Company Description Centricity WealthTech, established in January 2022, empowers finance and investment professionals to build independent practices through a robust SaaS-based investment management platform. The platform offers comprehensive digital transactional capabilities and a diverse product suite, tailored to meet client needs....

  • Branch Manager

    2 weeks ago

    gujarat, india Nexthire Full time

    Job Description - Centricity Job title: Branch Manager Location: Gujarat - (Ahmedabad, Gandhinagar, Surat, Baroda, Rajkot, Jamnagar), Bhilai, Bhopal, Indore, Jabalpur, Meerut, Aligarh, Ludhiana, Jallandhar. Salary/rate: As Per Industry Standards Key Requirements: Graduates in any background or higher degree should have very good demographic understanding...

  • Relationship Manager-IFA channel

    6 days ago

    Pune, Maharashtra, India Centricity WealthTech Full time

    Company DescriptionFounded in January 2022, Centricity helps empower finance and investment professionals aspiring to establish their independent practices. The platform aims to deliver a comprehensive SAAS based investment management platform including digital transactional capabilities for a diversified product suite.Wealth management professionals prefer...

  • Project Manager, Patient Centricity

    4 weeks ago

    Bengaluru, India Astellas Pharma Full time

    Job Description The Project Manager, Patient Centricity which reports in to the Head, Behavioral Science Consortium (BSC), is responsible for providing operational support and expertise and leadership for Patient Centricity projects and activities. The role will be responsible for operational and at times specific project management of day-to-day activities...

  • Centricity - Relationship Manager / Sr. Relationship Manager

    2 weeks ago

    up, india Nexthire Full time

    Centricity Key Requirements: Graduates in any background or higher degree should have very good demographic understanding and strong relationship with IFAs / CAs and knowledge about Finance Industry in the assigned geography and grab the opportunity to develop business. He / She should have Min 2 Years' experience in handling MFD / IFA / any Financial...

  • Data Centric Testing

    1 week ago

    Pune, Maharashtra, India Live Connections Full time

    Job Title:Data Warehouse TesterExperience: 8+ YearsLocation: PuneJob Summary:We are looking for a skilled Data Warehouse Tester to join our team and ensure the accuracy, integrity, and performance of data warehouse solutions. The ideal candidate will have experience reviewing complex SQL queries, identifying performance bottlenecks, validating ETL processes,...

  • Assistant Manager

    2 weeks ago

    Pune, India Genpact Full time

    Job Description Inviting applications for the role of Assistant Manager, Order Management! In this role, you will lead a high-performing team responsible for managing daily sales orders with precision ensuring accurate pricing, efficient allocation, and timely delivery to achieve revenue goals. Responsibilities - Provide leadership and mentorship to...

  • Assistant Manager

    2 weeks ago

    Pune, Maharashtra, India N G Rathi Realty Group Full time

    We are inviting applications for the position of CRM - Assistant Manager for our growing real estate organisation at NG Rathi Realty Group. The ideal candidate will be responsible for managing the complete customer lifecycle—from booking to possession—and ensuring a smooth and satisfactory customer experience.Job Title: CRM - Assistant Manager – Real...

  • Customer Satisfaction Manager

    2 weeks ago

    Pune, India Decathlon Full time

    Posted on 03/08/2025 Mission RESPONSIBILITY 1I ensure to provide a best-in-class customer experience I ensure the entire Store team acts with a “CUSTOMER FIRST” mindset where we find solutions for all the customers walking in. I am at the service of my customer queries at the welcome desk with mediums of Face-to-face, calls, emails, social media, and...