Executive - Customer Engagement

Job Title : Executive – Bancassurance & DST

Key Responsibilities:

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

ü Daily WIP management

ü Weekly/Fort-nightly Governance calls/Meetings

ü Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

ü Processing post issuance customer requests(POS)

ü 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 FAQs

Measure of Success:

Ø >87% M0 issuance and 94% M2 Issuance

Ø 100% Customer Service and complaint resolution within TAT

Ø Partner, Customer satisfaction score-top 2 boxes with more than 80%

Ø Customer retention and reduction in leakage (less than 6 % pre and post)

Ø Trainings to partners and Distribution team on ops processes and policies

Ø Meet the renewal / persistency targets

Ø Meet the Surrender retention targets

Ø 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.