Customer Relationship Manager

4 months ago


New Delhi, India Tata AIA Life Insurance Full time

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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