Job Purpose
To direct and drive all front-end and back-end customer related Initiatives for BSLI, focusing on activities relating to Policy Administration, Customer Care, HNW, and Call Centre operations towards the establishment of customer and policy services as a differentiator for the organization
Job Context & Major Challenges
Job Context: To direct and drive all front-end and back-end customer related Initiatives for BSLI, focusing on activities relating to Policy Administration, Customer Care, HNW, and Call Centre operations towards the establishment of customer and policy services as a differentiator for the organization
Job Challenges: • With the Company on a growth trajectory, the customer base (policy base) is increasing manifold which results in increase in volumes of service requests.
• Similarly, with opening up of current Branches, the spread is increasing to Tier-III cities and smaller towns, placing a demand on reach of services.
• To remain competitive, the Company is constantly innovating on products and services,
which increases the complexity of services to be provided.
• With increasing volumes, scalability has to be provided to operations and there is a need to provide more touch points for service delivery so that there is lesser pressure on existing touch points.
• With the life insurance industry evolving and the Regulator on constant upgrade mode, the processes have to be complaint to changing regulations.
• With almost 25 life insurance companies competing in a common market, service delivery is a key differentiator and the customers’ aspirations for better service have to be fulfilled
Key Result Areas
KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)KRA1Design and develop the Service Operations strategy towards the establishment of customer service as a key value proposition for the organization1. Engage with cross functional teams to build a comprehensive strategy document.