Deputy Manager - Customer Engagement (148849)
Deputy Manager - Customer Engagement (148849)
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Job Description
Key Responsibilities:
1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT
- Daily WIP management (governance calls)
- Weekly/Fort-nightly Governance calls/Meetings
- Monthly FWG with Bank and Distribution
- Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level
2) ESCALATION & QUERY MGMT Single point of contact for Broker escalations management (service query / Under writing / claims)
3) TRAINING: Train and educate broker team on the various ops process underwriting guidelines new initiatives and address FAQs
4) Inter dept. coordination/structural fixes IT enhancements/ issues process gaps MIS customization reporting requirements of partner
Measure of Success:
- >87% M0 issuance and 94% M2 Issuance
- 100% Customer Service and complaint resolution within TAT
- Bank Partner Customer satisfaction score-top 2 boxes with more than 80%
- Customer retention and reduction in leakage (less than 6 % pre and post)
- Trainings to MLI Distribution team on ops processes and policies
- Meet the renewal / persistency targets
- Meet the Surrender retention targets
- Audit ratings of 2 or above in all internal audits
Key Responsibilities:
1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT
- Daily WIP management (governance calls)
- Weekly/Fort-nightly Governance calls/Meetings
- Monthly FWG with Bank and Distribution
- Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level
2) ESCALATION & QUERY MGMT Single point of contact for Broker escalations management (service query / Under writing / claims)
3) TRAINING: Train and educate broker team on the various ops process underwriting guidelines new initiatives and address FAQs
4) Inter dept. coordination/structural fixes IT enhancements/ issues process gaps MIS customization reporting requirements of partner
Measure of Success:
- >87% M0 issuance and 94% M2 Issuance
- 100% Customer Service and complaint resolution within TAT
- Bank Partner Customer satisfaction score-top 2 boxes with more than 80%
- Customer retention and reduction in leakage (less than 6 % pre and post)
- Trainings to MLI Distribution team on ops processes and policies
- Meet the renewal / persistency targets
- Meet the Surrender retention targets
- Audit ratings of 2 or above in all internal audits
Required Experience:
Manager
Employment Type
Full Time
