Assistant Vice President - Agency Strategy

Role description

APosition Overview

Position Title

AVP – Samadhaan

Department

Agency Sales

Level/ Band

601 – Manager

Role Summary:

The AVP – Samadhaan is a strategic leadership role responsible for managing the end-to-end customer query resolution framework, ensuring high standards of service delivery, customer centricity, and operational excellence. The role focuses on driving timely and quality resolutions, embedding customer-first practices, and building robust governance mechanisms to enhance customer satisfaction and loyalty.

Organizational Relationships

Reports To

VP- Agency Strategy

Supervises

5-6

CJob Dimensions

Internal Stakeholders

Sales Team, Sales Training, HO training Content, Product

Chief Agency Officer

Distribution Operations

External

Employees

DKey Result Areas

Organization Process

Key Contributions

Query Resolution Leadership

• Oversee the query resolution module across advisor, leader segments, ensuring timely and accurate responses aligned with service level agreements (SLAs).


• Define and implement escalation protocols, resolution workflows, and feedback loops to improve service quality.


• Monitor query trends and root causes to proactively address systemic issues.

Customer Centricity & Experience

• Champion customer-centric culture across teams by embedding empathy, responsiveness, and ownership in service delivery.


• Analyze customer feedback and pain points to design targeted improvement initiatives.


• Collaborate with cross-functional teams to enhance customer journeys and service touchpoints.

TAT Adherence & Governance

• Establish and monitor turnaround time (TAT) benchmarks for various query categories.


• Drive accountability across teams to meet or exceed agreed timelines.


• Publish regular performance dashboards and lead governance reviews with senior stakeholders.

Quality Assurance & Process Excellence

• Develop and enforce quality standards for query handling and resolution.


• Conduct periodic audits and implement corrective actions to ensure consistency and compliance.


• Lead training and capability-building initiatives to enhance service delivery skills.

MIS & Strategic Reporting

• Design and manage dashboards, trackers, and MIS reports to provide visibility into query volumes, resolution rates, TAT adherence, and customer satisfaction metrics.


• Present insights and strategic recommendations to leadership for continuous improvement.

ESkills Required

Technical

·       6–8 years of experience in customer service or query resolution roles

·       Basis reporting tools  - Ms Excel

Behavioral

Essential

Desired

Interpersonal skills

Essential

Communication skills

Essential

Creative thinking skills

Essential

Supervising/Leadership skills

Essential

Desired

Teamwork Skills

Essential

Influencing skills

Essential

Relationship Building skills

Essential

Decision making skills

Desired

FIncumbent Characteristics

Essential

Desired

Qualification

Graduation / Post Graduation / MBA

MBA Finance/Business

Experience

8 Yrs