Job Description Job Title Zonal Officer Customer Engagement Team Location Branch Name Department Customer Engagement Team Function Operations - Agency Reporting to Functional Head - CET Band 3

JOB SUMMARY

Service Excellence

Driving Transformation thru Tech/Digi and Process redesign

Revenue Generation & Customer retention

Distribution engagement

Building Leadership & People Capability

Audit & Compliance

KEY RESPONSIBILITIES

Service Excellence

Resolution of customer queries /requests& Complaints

Ensuring quality in processing and responsible at frontend across branches

First time right

Engaging with customers at the GO & DNPS scores

Customer Retention

Grievance retention 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

13M & 25M Persistency Driving 60 Day, 90 Day & Customer engagement

Driving Transformation

Revenue Generation Service to Sales / Recruitment / P@S

Identify training needs of Front end and skill them

Coaching and Developing the team to meet their goals

Always look for prospect to upsell a customer once retained

Distribution Engagement

E2G Connect with the Top advisors to address their challenges

Creating awareness amongst Advisors Quality of Business

Coordination with various stake holders

Traction of Applied to Paid FTR for the zone

Conducting process refreshers and process changes session with the distribution team

Market conduct

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

Quality & Innovation and Digital Saviness

Drive quality culture in the team YB, GB, BB Projects





Encourage team on process re-engineering to solve customer impact

Drive innovation and Digi Savvy WoW

Audit & Compliance

Ensuring regulatory and statutory compliance

Zero dilution in the process adherence

Measures of Success

Reduction in Grievance by 50%

Reduction in CXO escalation by 50%

DNPS Scores > 95

13M Persistency >88%

25M Persistency > 84%

Engage to Retain > 50%

Freelook retention > 50%

Surrender retention > 70%

ECS retention > 50%

Upsell and Recruitment S2S and S2R

Applied to Paid >91%

Key Goal (Business)

Grievance & CXO reduction

FTR

Persistency

Driving customer retention

Building relationship with customers thru S2D

Distribution engagement E2G

Retention of resources - Identify training needs of Front end and skilling them

Meeting Business deliverables

Key Relationships (Internal /External)

Collaboration with Zone / Regional / CFT / CET

Collaboration with Distribution Team

Key competencies/skills required

Must have minimum 12-15 years of experience of which at least 5 years should have been spent in Operations handling large multicity branches (life insurance)

Interpreting, analyzing data using statistical techniques for trends

Good presentation skills

Inter personal skills and conflict management is an inherent need for role fitment

D Desired qualification and experience

MBA / Post Graduate in Management preferred

Must have minimum 12-15 years of experience of which at least 5 years should have been spent in Operations handling large multicity branches (life insurance)

Interpreting, analyzing data using statistical techniques for trends

Good presentation & Inter personal skills and conflict management is an inherent need for role fitment

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Vice President - Customer Engagement (Agency) (New Delhi)
🏢 Axis Max Life Insurance
📍 New Delhi