Customer Relationship Manager
4 months ago
APosition Overview
Position Title
Manager
Department
Business Conservation
Level / Band
Manager
Objective:
BOrganizational Relationships
Reports to
SeniorManager Business Conservation
Supervises
NA
CJob Dimensions
Geographic Area Covered
HO PAN INDIA
Stakeholders Internal
Branches/Operations/Sales Team /Finance / Vendor Management / IT / Audit/
External
Banca Partners /Call Center
DKey Result Areas
Renewal Collections
üDrive renewal collections with Channel and Partners
üDrive Call center for renewal collection
üAchieve renewal collection target for organization
üDrive specific campaign for renewal collections
üAnalyseportfolio and drive collection on targeted base
üData to interpreted for further action
üTo engage with HNI customerfor renewal collection and query resolution
üTo meetHNIcustomers
üResolve customer queries and grievance related to collections
üReviewing collection strategyfor better output
üSupport collection MIS management
Partner Engagement
üDrive renewal collection through partner and internal sales team
üProvide data analysis and red flag areas to improve on renewal collections
üEffective engagement with channel partner hierarchy like branches,bancaassurance managers , cluster heads , reginal heads
üSupport on customer grievance and queries
üSupport partner collections team
Internal Stake Holders
üHandling of customer & sales queries
üInvoice Processingthrough vendor management / finance
üSupport IT development for system enhancement
üProcess review in accordance withaudit and regulatory complianceguidelines
üEnsure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction
üReview system changes for process improvement
üPreparation of presentation on process/ subject as per management requirement.
ESkills Required
Type of Skills
Essential
Desired
Technical Skills
Database management
X
Data Interpretation
X
Data Base Control Through MS Excel / MS Access
X
SQL KNOWLEDGE
XX
Behavioral Skills
Interpersonal
X
Communication
X
Creative thinking
X
Supervising/Leadership
X
Teamwork
X
Influencing
X
Relationship Building
X
Decision making
X
FIncumbent Characteristics
Essential
Desired
Qualification
Graduate
Post Graduate
Experience
1.Knowledge on collection process
1.Knowledge on Insurance process and industry
2.Minimum 5- 7 year experience on renewal collections process
3.2- 3 year Experience to manage external stake holders
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