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

Recent Business WIP Management

Statutory Compliance & Branch Risk Rating

Training & Certification

Measure of Success:

- Total Duration for which the user was active (As per the OD’s)
- No of calls attended by the User (As per the OD’s)
- Average Call handling Time (As per the OD’s)
- Time taken(lag) to pick up the call (As per the OD’s)
- Ensuring timely and accurate resolution (Reduction in service grievance & CXO escalation)
- Digital NPS/ Surrender NPS (As per the Goal Sheet)
- POS decline Management (As per the Goal Sheet)
- WIP Management
- S2S/R Lead Generation and follow-up with Distribution till conversion
- Monthly Calling on 13M & 25M Callable base assigned
- Weekly follow-up with Distribution on Unpaid Cases (Non Contactable/Deferred/Refuse to pay Cases)

- Surrender Retention both on value & Volume.



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

1.WIP Management
- P2A (Paid to Applied) (As per the Goal Sheet)
- FTR (First Time Right) (As per the Goal Sheet)
- E-Nach adoption(Online ECS Registration)
- 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 experience of which at least 2 yrs in customer service / operations / Finance.

v ELIGIBILITY

Ø Candidates who have a performance rating of G3V3 & have completed 18 months in the current role.

FOR LATERAL MOVEMENT, candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3V3

Knowledge and skills required:

Ability to work in a fast paced environment

Strong people skills

Good co-ordination skills

Data management on Excel should be valuable

Accounting Knowledge

Customer Centric

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