The job holder would be responsible for:
Monitoring servicing for B2B Customers
Closely interacting with B2B Customers, partners and business team.
Closely working with the operations and claims to ensure the customer requirement is timely taken care
Travel at client locations - South zone
Key Responsibilities
Monitoring of daily servicing requests, responses and endorsement.
Identifying loopholes and taking corrective actions to meet customer demands
Visiting the B2B- customers on fortnight basis to strengthen relationships
Structuring the Group service model according to the customer expectations and feedback, ensuring the commitments are met.
Enhancing portal utilization for Partner for effective policy servicing.
Conducting regular governance call and onsite meetings with B2B- B2B2C customers, partners & Sales to handle concerns and orient the process & close gaps.
Preparation of Business Requirement document/Change Request with help of operations and change delivery group for system development as per business needs.
Aggressive follow up with the cross functional team for quick resolution
End to end resolution of customer concerns
Key Measures of Performance
Meeting Service levels Agreement.
B2B- customer / partner satisfaction.
Governance Calls
Process Alignment
Key Relationships (Internal / External)
(Mention the set of key internal and external stakeholders)
Internal
Current Business, claims, B2B teams
All service department based out of National Operating Centre, Branches
Sales & Marketing Team
Information Technology
Central Finance Team
External
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