Senior Manager - Renewals

Axis Max Life Insurance

7 - 12 years

12 - 22 Lacs

gurugram

Posted:1 month ago| Platform:

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Skills Required

grievance handling renewals persistency retention grievance management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities:

Drive Service Grievance Reduction and Enhance Customer Experience
Stakeholder Collaboration: Liasoning with key teams to implement immediate resolutions and dive structural fixes for long term impact
Grievance Analysis and Resolution: Knowledge of processes, eye for details and identifying key grievances trend, conducting deep dive RCAs
Managing Early warning indicators and Lead metrics according to severity.
Quality and Training Management at various shops, including call centre, ECS.
Support the function on tracking and evaluating root cause, as well as overseeing remedial actions in short term as well as long term.
Analysis impacted process and applying smooth change management.
Regular monitoring of Customer VOCs and analysing the trends, and foreseeing the impact areas.

Measure of Success:

1. Reduction in Service Grievances

2. Increase in DNPS Scores

3. Governance of Process changes implemented

4. Number of Structural Fixes Implemented

Key competencies/skills required

Ability to analyze complex data & recommend process changes
Ability to understand customer journeys & make amendments to create better CX
Result-oriented
Good command on Excel/PPT
Ability to handle pressure and meet deadlines
Good interpersonal skills and ability to work in cross functional environment

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