Career OpportunitiesJob Code: IJP-Asst Mgr Customer EngagementPosition
Asst Mgr – Customer EngagementNo. of Positions1Department
OperationsFunctionField OperationsReporting to
Sr Manager - Customer EngagementBand5ALocation
Gurgaon1Last date of submissionKey Responsibilities:
Managing office administration assets and upkeep of the same.
Agents Contracting
New Business Processing
Banking of Initial Renewal Premium
Managing Petty cash vendor payments
Retention of Surrender Requests
Execution of all Service Requests - Post Policy Issuance
Reverting on customer queries and complaints
Maintaining high NPS Scores
Life Claims processing
Handling compliance issues.
Audit Rating
Measure of Success:
Service to Delight-NPS-90 3 days TAT
Customer Engagement - 70%
Surrender Retention - 70%
NPS-90
100% Banking with 24 hours.
Vendor payment TAT should be 10 days
Surrender Requests1%
100 % Accuracy of POS requests
100 % Accuracy of Customer service
Zero Day upload of POS Claims Docs in FTP server.
Audit rating 2
Service to Recruitment-100%
Service to Sales(Agency Cat)-100%
Persistency-90%
Freelook to retain-45%
Desired qualifications and experience:
Graduate / Post-Graduate in any discipline.
2-3 years’ experience handling front end customer services
Knowledge of service quality is required
Knowledge and skills required:
Must be highly customer centric
Excellent communication skills
Positive co-ordination skills
Data management on Excel should be good