Virtual Relationship Executive

2 weeks ago

Pune, India bajajallianz Full time

**RE Quality Assurance**
- Do call barging to RE’s (Relationship Executives) live call to shadow the calls made to IMD’s & give qualitative feedback to RE’s post call to increase the effectiveness of RE’s & service standards.
- Provide & enhance data capturing pointers to RE’s of IMD’s; revise the data capturing formats over period.
- Allocate IMD details to team based on geographical spread & business priorities to RE’s**.**:

- Monitor daily issue tracker to ensure service standard TAT’s / SLA’s are maintained.
- **Data Management & Analysis**
- Track performance of all categories of IMD’s ( based on banding ) based on business, campaign qualifiers ( past & ongoing ), health LOB, year end activation etc. & allocate data cut with plan of action to team for follow-up.
- Publish gap analysis report to management based on the calling report of the team.
- Collaborate & connect with cluster heads / zonal heads based on the campaign commitment shared by IMD’s to ensure maximum engagement of IMD’s to improve IMD activation ratio.
- Ensure local leadership is provided with updated IMD touch-point & details to improve service standards.
- **Escalation Handling**
- Collaborate with cluster heads / zonal heads on issue escalated by IMD’s to MD’s office / NHOD’s desk & ensure closure on priority.
- Monitor issue tracker on daily basis & follow-up on issues crossing TAT / SLA’s.
- **People** **Development**
- Design call pitch for RM’s to follow while calling IMD’s.
- Train team on handling escalation calls to ensure speedy resolution to IMD’s.
- Train team on objection handling to ensure IMD’s are more effective on field.

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