Deputy Manager - Customer Engagement (150406)
Deputy Manager - Customer Engagement (150406)
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Job Description
Career Opportunities
Job Code: Deputy Manager Customer Engagement
Position
Deputy Manager Customer Engagement
No. of Positions
1
Department
Operations
Function
Field Operations
Reporting to
Manager - Customer Engagement
Band
5B
Location
Kanpur-GO-1
Last date of submission
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 < 10 days
- Surrender Requests <1%
- 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
Career Opportunities
Job Code: IJP-Deputy Manager Customer Engagement
Position
Deputy Manager Customer Engagement
No. of Positions
1
Department
Operations
Function
Field Operations
Reporting to
Manager - Customer Engagement
Band
5B
Location
Kanpur-GO-1
Last date of submission
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 < 10 days
- Surrender Requests <1%
- 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
Required Experience:
Manager
Employment Type
Full Time
