Career Opportunities Position

ExecutiveNo. Of Positions1Department

OperationsFunctionOperations AgencyReporting to

Manager (Cluster Officer)Band5Location

Pune GO1Last date of submission Key Responsibilities:
Handling Digital Calls (Call Quality Audit Process Adherence)

Query resolution and Service request processing at Digital Calls.
Service to Sales/Recruitment lead Generation and Conversion.

Ensuring 13M & 25M persistency collection.

Retaining customer coming in for Surrender/ECS/FLC/E2R

Current Business WIP Management

Statutory Compliance & Branch Risk Rating

Training & Certification
Measure of Success:
1. Total Duration for which the user was active (As per the OD’s)
2. No of calls attended by the User (As per the OD’s)
3. Average Call handling Time (As per the OD’s)
4. Time taken(lag) to pick up the call (As per the OD’s)

1. Ensuring timely and accurate resolution (Reduction in service grievance & CXO escalation)
2. Digital NPS/ Surrender NPS (As per the Goal Sheet)
3. POS decline Management (As per the Goal Sheet)
4. WIP Management
5.



S2S/R Lead Generation and follow-up with Distribution till conversion

1. Monthly Calling on 13M & 25M Callable base assigned
2. Weekly follow-up with Distribution on Unpaid Cases (Non Contactable/Deferred/Refuse to pay Cases)

1. Surrender Retention both on value & Volume. (As per the Goal Sheet)
2. ECS Retention both on value & Volume. (As per the Goal Sheet)
3. Free-look retention Value (As per the Goal Sheet)
4. E2R Retention Volume. (As per the Goal Sheet)

1.WIP Management
2. P2A (Paid to Applied) (As per the Goal Sheet)
2. FTR (First Time Right) (As per the Goal Sheet)
3. E-Nach adoption(Online ECS Registration)
4. Agent engagement (NPS)

Ensuring Statutory, Compliance and Grievances display in al the respecting mapped branches.
Actively take part in training s and ensure clearing all the assigned assessments on stipulated time.

Desired qualifications and experience:
Must have a minimum of 2-3 years Insurance exper

📌 Executive - Customer Engagement (Agency) (India)
🏢 Axis Max Life Insurance
📍 India