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