Chief Manager- Customer Service (Level 2 Email Handling Unit)

JOB SUMMARY

Customer experience works with the Operations, Technology and marketing teams within Max Life. This team manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective, NPS for FLG and customer engagement related initiatives. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.

Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances. We call this control tower, this vertical will direcly report to this role.

Also, within CX team sits the Escalation handling shop where escalations emanating from ORM, Leadership ids etc are reported, this role will also be responsible for day to day governance of this unit.

KEY RESPONSIBILITIES

Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct

o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA

o Identify gaps and work with FLG units on closure of these process/tech items

Managing Level 2 Email shop(dealing with customer escalations)

KEY RESPONSIBILITIES

Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct

o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA

o Identify gaps and work with FLG units on closure of these process/tech items

Managing Level 2 Email shop(dealing with customer escalations):

o Management of daily governance, staffing, Accuracy and training and development of team

o Dashboarding and reporting of WIPS, governance etc

o Automation of required workflows e.g. Litigation, UNO enhancements etc.

o Ensuring there is a training mechanism in place to achieve desired accuracy

o Creating a world class Customer escalation handling email unit with better empowerment, training, manpower and automation

Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment

o Work with function heads to own specific preventive initiatives and work with CFTs to deliver these

o Give CX perspective on key customer journeys

o Governance of Control tower rhythm, stakeholder management

General expectations w.r.t the role

• Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer email handling items, comprehensively to senior management along with FLG leaders

• Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems.

MEASURES OF SUCCESS

· Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service, reduce offline transactions, grievance counts, etc.

· Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation

· Successful archival of knowledge and dissemination of it across business functions

· Positive feedback and appreciation from business owners and decision makers.

KEY COMPETENCIES/SKILLS REQUIRED

· 4 to 6 years. Presently should be in customer escalation handling, managing CAPA units

· Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience

· Ability to work with cross functional teams; strong networking and inter‐personal skills

· Detail‐oriented, organized, critical thinker with strong work ethics

· Excellent communication skills and a thoughtful, persuasive personal style.

· Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.

· Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.

· Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.

· Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.

· Life insurance experience a plus, but not mandatory