Executive - Customer Engagement

Max Life Insurance

  • Kolkata, West Bengal
  • Permanent
  • Full-time
  • 1 month ago
Job Title : Executive - Customer EngagementPositionExecutive - Customer EngagementNo. Of Positions1DepartmentOperationsFunctionOperations - BancassuranceReporting toSenior ManagerBand5LocationKolkataLast date of submissionKey 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 FAQsMeasure 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 EngagementPositionExecutive - Customer EngagementNo. Of Positions1DepartmentOperationsFunctionOperations - BancassuranceReporting toSenior ManagerBand5LocationKolkataLast date of submissionKey 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 FAQsMeasure 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.

Max Life Insurance