Executive - Customer Engagement (148356)
Executive - Customer Engagement (148356)
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Job Description
About Max Life Insurance:
Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group an Indian multi business corporation.
Max Life offers comprehensive protection and long-term savings life insurance solutions through its multichannel distribution including agency and third party distribution partners. Max Life has built its
operations over almost two decades through need-based sales process a customer-centric approach to engagement and service delivery and trained human capital.
As per public disclosures during the financial year 2019-20 Max Life achieved gross written premium of Rs. 16184 crore. As on 31st March 2020 the Company had Rs. 68471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913660 crore.
For more information please visit the Companys website at
We Stand for:
Caring
A compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance.
Collaboration
A boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes thus delivers to the organizations ask. A leader who addresses challenges with a solution oriented approach to create win-win partnerships within & outside teams through inspired cooperation and teamwork.
Customer Obession
A leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience.
Growth Mindset
An ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance.
People Leadership
A peoples leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching empowering & motivating them to deliver superior business outcomes.
Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity.
Career Opportunities
Job Code: IJP/Executive Ops Executive - CET
Position
Executive
No. Of Positions
1
Department
Digital Operations
Function
Operations Digital
Reporting to
Manager (Cluster Officer)
Band
5
Location
As per Office
Last date of submission
Key Responsibilities:
Handling Digital Calls (Call Quality Audit Process Adherence)
Query resolution and Service request processing at Digital Calls.
Service to Sales/Recruitment lead Generation and Conversion.
Ensuring 13M & 25M persistency collection.
Retaining customer coming in for Surrender/ECS/FLC/E2R
New Business WIP Management
Statutory Compliance & Branch Risk Rating
Training & Certification
Measure of Success:
1. Total Duration for which the user was active (As per the ODs)
2. No of calls attended by the User (As per the ODs)
3. Average Call handling Time (As per the ODs)
4. Time taken(lag) to pick up the call (As per the ODs)
1. Ensuring timely and accurate resolution (Reduction in service grievance & CXO escalation)
2. Digital NPS/ Surrender NPS (As per the Goal Sheet)
3. POS decline Management (As per the Goal Sheet)
4. WIP Management
5. S2S/R Lead Generation and follow-up with Distribution till conversion
1. Monthly Calling on 13M & 25M Callable base assigned
2. Weekly follow-up with Distribution on Unpaid Cases (Non Contactable/Deferred/Refuse to pay Cases)
1. Surrender Retention both on value & Volume. (As per the Goal Sheet)
2. ECS Retention both on value & Volume. (As per the Goal Sheet)
3. Free-look retention Value (As per the Goal Sheet)
4. E2R Retention Volume. (As per the Goal Sheet)
Management
2. P2A (Paid to Applied) (As per the Goal Sheet)
2. FTR (First Time Right) (As per the Goal Sheet)
3. E-Nach adoption(Online ECS Registration)
4. Agent engagement (NPS)
Ensuring Statutory Compliance and Grievances display in al the respecting mapped branches.
Actively take part in training s and ensure clearing all the assigned assessments on stipulated time.
Desired qualifications and experience:
Must have a minimum of 2-3 years Insurance experience of which at least 2 yrs in customer service / operations / Finance.
- ELIGIBILITY
- Candidates who have a performance rating of G3V3 & have completed 18 months in the current role.
FOR LATERAL MOVEMENT candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3V3
Knowledge and skills required:
- Ability to work in a fast paced environment
- Strong people skills
- Good co-ordination skills
- Data management on Excel should be good
- Accounting Knowledge
- Customer Centric
Employment Type
Full Time
