Career Opportunities

Position

Senior Manager Customer Care

No. Of Positions

1

Department

Operations

Function

Customer Care (CS)

Reporting to

AVP Customer Care

Band

4B

Location

Gurugram

Team Size

What this person is expected to do:

• Understand the overall customer care and CX landscape for Max Life all functions processes teams involved
• Build a comprehensive understanding of our strategic goals on customer outcomes processes involved metrics tracked and set aspirational targets on these metrics
• Chart the strategic roadmap (initiatives along with the function heads) for the function to deliver on these targets
• Manage and drive the various processes within customer care (email desk grievances escalations helpline)
• Review performance against service measurement metrics for Call Center Email desk Grievance and CAG. Understand gaps and set up a gap closure plan; review and verify gaps are closed as agreed; direct guide and advise team in adhering to policies and processes in order to ensure effective execution of processes leading to customer satisfaction:

• Culture Building and Communication within the team
• Establish control on process and procedures design document and publish service report card document and control changes to all existing procedures understand gaps and set up a gap closure plan conduct periodic audits and report all complications and exceptions in order to ensure compliance in all established processes and procedures and adherence to all regulatory requirements.
• Grievance Management - Review compliance with process guidelines and system requirements to track customer complaints; track compliance on resolution within agreed/regulatory timelines; ensure all written and oral communication are reviewed and adheres to identified delivery standards. Deploy maker-checker mechanism and error prevention mechanism effective root causing along with meaningful analytics to ensure reduction in number of grievances in a systematic manner. Ensure strong governance of ongoing grievance reduction initiatives

Measure of Success:

• GIR <25 Sustaining Industry Leadership on GIR (Private Sector)
• Email NPS > 50
• Email TAT 90% in 1 Day and 70% in 3 Days
• SLA >90% and Abandon Rate <1%
• Cost Save 10%
• Employee Engagement >95%
• Audit Rating <2

Desired qualifications and experience:

• • Minimum educational qualifications: Graduate; MBA preferred
  • Sharp analytical skills and strong communication skills
  • Overall 9 years of experience; at least 3 years in a customer services or related functional role in the financial services industry. Insurance experience (in India) preferred.

Knowledge and skills required:

• Comfortable with MS Excel and Powerpoint documenting ideas and presenting updates via these tools is a big part of any job including this
• Good Analytical skills.
• Strong interpersonal skills to drive organization objectives through cross functional teams.
• Target and process orientation
• Program management

Career Opportunities

Position

Senior Manager Customer Care

No. Of Positions

1

Department

Operations

Function

Customer Care (CS)

Reporting to

AVP Customer Care

Band

4B

Location

Gurugram

Team Size

What this person is expected to do:

• Understand the overall customer care and CX landscape for Max Life all functions processes teams involved
• Build a comprehensive understanding of our strategic goals on customer outcomes processes involved metrics tracked and set aspirational targets on these metrics
• Chart the strategic roadmap (initiatives along with the function heads) for the function to deliver on these targets
• Manage and drive the various processes within customer care (email desk grievances escalations helpline)
• Review performance against service measurement metrics for Call Center Email desk Grievance and CAG. Understand gaps and set up a gap closure plan; review and verify gaps are closed as agreed; direct guide and advise team in adhering to policies and processes in order to ensure effective execution of processes leading to customer satisfaction:

• Culture Building and Communication within the team
• Establish control on process and procedures design document and publish service report card document and control changes to all existing procedures understand gaps and set up a gap closure plan conduct periodic audits and report all complications and exceptions in order to ensure compliance in all established processes and procedures and adherence to all regulatory requirements.
• Grievance Management - Review compliance with process guidelines and system requirements to track customer complaints; track compliance on resolution within agreed/regulatory timelines; ensure all written and oral communication are reviewed and adheres to identified delivery standards. Deploy maker-checker mechanism and error prevention mechanism effective root causing along with meaningful analytics to ensure reduction in number of grievances in a systematic manner. Ensure strong governance of ongoing grievance reduction initiatives

Measure of Success:

• GIR <25 Sustaining Industry Leadership on GIR (Private Sector)
• Email NPS > 50
• Email TAT 90% in 1 Day and 70% in 3 Days
• SLA >90% and Abandon Rate <1%
• Cost Save 10%
• Employee Engagement >95%
• Audit Rating <2

Desired qualifications and experience:

• • Minimum educational qualifications: Graduate; MBA preferred
  • Sharp analytical skills and strong communication skills
  • Overall 9 years of experience; at least 3 years in a customer services or related functional role in the financial services industry. Insurance experience (in India) preferred.

Knowledge and skills required:

• Comfortable with MS Excel and Powerpoint documenting ideas and presenting updates via these tools is a big part of any job including this
• Good Analytical skills.
• Strong interpersonal skills to drive organization objectives through cross functional teams.
• Target and process orientation
• Program management