1. Customer experience at service touchpoints is of utmost priority in the corporate world.

Below will be the KPIs matrix:
- Managing customer service experience at Email channel
- Customer satisfaction scores (CSAT) and Net promote scores (NPS) will be the key actionables.
- Managing a vendor team of 100+ associates and managers across 2 centers
- All operational matrices like, TAT adherence, same day response on queries, same day closure of assignments to be monitored and maintained separately for pre issuance and post issuance queries/requests/complaints
- Service quality of the agents to be maintained
- Forecast calculation to avoid dip in service levels and ensuring no MBG
- Designing incentive structure to drive the team on quick closures as and when reqd
- Negotiating with vendors on rates and hikes, as and when reqd to save cost
- Audit parameters to be monitored at regular intervals to ensure no observations




- Billing process to be monitored
- Initiate improvement projects and drive efficacy for implemented projects

1. Automation projects to enable these key matrices

- Enabling ease of digital adoption among customers
- Enabling and promoting self service options for customers
- Automation projects like email auto response to reduce cost of human agent
- Run reports & conduct a thorough analysis of the missed KPIs & draw an effective action plan.
- Apply performance management strategies to ensure better productivity.

Evaluating new vendors and for digital enhancements and closing commercials with finance team Competencies (Knowledge & Skills) :

Should be able to think out of the box and come up with current ideas

📌 Walk-in || Assistant Manager (Mumbai)
🏢 ICICI Prudential Life Insurance Company
📍 Mumbai