Manager - Customer Engagement

Job Description

Job Description Position Manager - Digital Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 3 Location As per requirement Team size (D/I) 7-8 JOB SUMMARY Digital Customer Engagement Market Conduct -13M & 25M Persistency, FIR and GIR Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members. Ensuring quality in Digital calls and responsible for Call Quality Scores. Reduction in CXO escalation / Service Grievance 13M & 25M Persistency Driving 0-60-day collection by calling the customers / sellers Driving 0-90-day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A. Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Digisaarthi team and skill them. Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower. Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores (OA-95% / FEA-100%) Reduction in CXO escalation by 50% DNPS Scores >=94 Customer Engagement >50% 13M Persistency >=90% 25M Persistency >=88% Engage to Retain >=65% Freelook retention >=50% Surrender retention >=70% ECS retention >=50% S2S, S2R - 100% As per the Target Applied to Paid >=92% Key Goal (Business) Driving customer Retention& Persistency Meeting S2S/R target for the region. Distribution engagement Identify training needs of Front end team and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams Key competencies/skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience Post Graduate in Management preferred Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service Experience of managing Operations / or Customer Service Job Description Position Manager - Digital Customer Engagement Team Position 1 Department Customer Engagement Team Function Operations Reporting to Zonal Officer Band 3 Location As per requirement Team size (D/I) 7-8 JOB SUMMARY Digital Customer Engagement Market Conduct -13M & 25M Persistency, FIR and GIR Retention - E2R, Freelook, Surrender, ECS deactivation Revenue Generation Service to Sales Service to Recruitment Business Deliverables - Issuance / WIP management Distribution engagement Building Leadership & People Capability Audit & Compliance KEY RESPONSIBILITIES Digital Customer Engagement Call Quality Audit of digital calls taken by respective team members. Ensuring quality in Digital calls and responsible for Call Quality Scores. Reduction in CXO escalation / Service Grievance 13M & 25M Persistency Driving 0-60-day collection by calling the customers / sellers Driving 0-90-day collection by calling the customers / sellers Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A. Retention Engage to retain - Retaining customers with mis-selling complaint Freelook - Retaining customers who wish to cancel the policy Surrender - Retaining customer who come to surrender the policy ECS - Retaining customers who want to deactivate their ECS payment method Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team. Revenue Generation - Service to Sales / Recruitment Identify training needs of Digisaarthi team and skill them. Coaching and Developing the team to meet their goals Driving the team to always look for opportunity to upsell a customer once retained. Business Deliverables Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower. Traction of Applied to Paid for the region Conducting process refreshers and process changes session with the distribution team Distribution Engagement Monthly connect with the OH Creating awareness amongst Advisors - Quality of Business Coordination with various stake holders Building Leadership and People Capability Structured capability / competency building and succession planning Retain top performers Generating ideas to improve the process / systems Employee engagement Driving key initiatives and projects in the region Audit & Compliance Ensuring regulatory and statutory compliance Zero dilution in the process adherence Self Audit of the assigned branches Measures of Success Quality Scores (OA-95% / FEA-100%) Reduction in CXO escalation by 50% DNPS Scores >=94 Customer Engagement >50% 13M Persistency >=90% 25M Persistency >=88% Engage to Retain >=65% Freelook retention >=50% Surrender retention >=70% ECS retention >=50% S2S, S2R - 100% As per the Target Applied to Paid >=92% Key Goal (Business) Driving customer Retention& Persistency Meeting S2S/R target for the region. Distribution engagement Identify training needs of Front end team and skilling them. Key Relationships (Internal /External) Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams Key competencies/skills required Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role Interpreting, analyzing data using statistical techniques for trends Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills Desired qualification and experience Post Graduate in Management preferred Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service Experience of managing Operations / or Customer Service