Deputy Manager - Customer Engagement

Job Description

Key Responsibilities Managing office administration assets and upkeep of the same. Agents Contracting New Business Processing Banking of Initial & Renewal Premium Managing Petty cash & vendor payments Retention of Surrender Requests Execution of all Service Requests - Post Policy Issuance Reverting on customer queries and complaints Maintaining high NPS Scores Life Claims processing Handling compliance issues. Audit Rating Measure of Success Service to Delight-NPS-90 & 3 days TAT Customer Engagement - 70% Surrender Retention - 70% NPS-90 100% Banking with 24 hours. Vendor payment TAT should be Surrender Requests 100 % Accuracy of POS requests 100 % Accuracy of Customer service Zero Day upload of POS & Claims Docs in FTP server. Audit rating 2 Service to Recruitment-100% Service to Sales(Agency & Cat)-100% Persistency-90% Freelook to retain-45% Desired qualifications and experience Graduate / Post-Graduate in any discipline. 2-3 years experience handling front end customer services Knowledge of service quality is required Knowledge and skills required Must be highly customer centric Excellent communication skills Good co-ordination skills Data management on Excel should be good