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Axis Max Life Insurance
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Deputy Manager - Customer Engagement

Deputy Manager - Customer Engagement

Axis Max Life Insurance

5 - 8 years

7 - 10 Lacs

Hyderabad

Posted:3 months ago| Platform:

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Skills Required

Relationship management Claims MIS Underwriting Customer retention Customer service Office management Operations Financial services Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

Daily WIP management (governance calls)
Weekly/Fort-nightly Governance calls/Meetings
Monthly FWG with Bank and Distribution
Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

2) ESCALATION & QUERY MGMT

S ingle point of contact for Broker escalations management (service query / Under writing / claims)

3) TRAINING

Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs

4)

Inter dept. coordination/structural fixes

IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner

Measure of Success

>87% M0 issuance and 94% M2 Issuance

100% Customer Service and complaint resolution within TAT

Bank 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 MLI 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 Manager - Operations

Position

Deputy Manager

No. Of Positions

Department

Operations

Function

Operations Bancassurance

Reporting to

Senior Manager

Band

Location

Hyderabad/Chennai

Last date of submission

Key Responsibilities

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

Daily WIP management (governance calls)
Weekly/Fort-nightly Governance calls/Meetings
Monthly FWG with Bank and Distribution
Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

2) ESCALATION & QUERY MGMT

S ingle point of contact for Broker escalations management (service query / Under writing / claims)

3) TRAINING

Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs

4)

Inter dept. coordination/structural fixes

IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner

Measure of Success

>87% M0 issuance and 94% M2 Issuance

100% Customer Service and complaint resolution within TAT

Bank 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 MLI 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.

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