JOB SUMMARY

This role offers an exciting opportunity to contribute your expertise and join a dynamic team of professionals in an innovative and collaborative work setting
- End-to-end management of video-based customer service operations
- Digital Customer Engagement ensuring excellent customer experience, operational efficiency, regulatory compliance, and team performance.
- 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
- Compliance & Risk Management
- Process Improvement & Innovation

Role & 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
- Oversee daily operations of the video call service center,



ensuring smooth and uninterrupted service delivery.
- Manage inbound video call volumes in line with business SLAs and productivity targets.
- Ensure optimal manpower planning, rostering, and capacity management.
- Drive adherence to SOPs, TATs, and service benchmarks.
- 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

📌 Senior Manager (Gurugram)
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