Job Purpose
To ensure best in class customer experience to HDFC Bank customer and Sales by managing Key relationship & ensuring end to end superior Service delivery.
Job Context & Major Challenges
Aditya Birla Sun Life Insurance Co. launched its life insurance business in India in March of 2000 with a vision to create long term value along with market leadership, to help people mitigate risks of life, accident, health and enhance the financial future of customers, including enterprises.
ABSLI is one of the leading players in the Private Life Insurance Industry in India today. Pioneers of the unique Unit Linked Life Insurance Solutions in India, they have been focused on investment Linked Insurance Products, supported with protection products to maintain leadership in product innovation.
HDFC Bank is operating from more than 5000 branches whereas BSLI is present only in 450 locations. This role calls for using methods and practise to support influence & engage by overcoming this geographical gap distance and spread of the partner branches and provide seamless service.
Distance also adds pressure to cost and therefore any error by sales on account of lack of knowledge, ignorance or sheer casual mistake may result into rework resulting in major impact on the turnaround time (TAT’s), cost and customer experience.
The service level agreements with the bank calls for zero tolerance for errors / slippages or failures on the stringent service level agreements laid down by the partner.
Energetic environment in terms of regulation, technology, products, and operational processes adds on to the pressure of effective change management, training, education and awareness of teams which are not under the direct control and are spread far and wide.
Managing constantly evolving Bank expectations
Ability to influence, engage & be responsive given the distance from stakeholders.
Open architecture in Bancassurance space & limited variation in product has resulted in increased competiti