Manager - Customer Engagement

Job Description

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 Customer Engagement - As per the process Retention (All 4 cohorts) - As per the Process NPS-85 100% 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 Persistency New Business P2A Drive Review of team members Quarterly Desired qualifications and experience Graduate / Post-Graduate in any discipline. 10 years experience handling front end customer services Knowledge of service quality is required Team handling with more than 8 employees Knowledge and skills required Must be highly customer centric Excellent communication skills Good co-ordination skills Data management on Excel should be good