- relationship with customers thru S2D
- customer retention and Persistency
- Business and recruitment target for the region.
- engagement
- training needs of Front end and skilling them.
- have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service
- analyzing data using statistical techniques for trends
- and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Good presentation skills
Senior Manager – Customer Engagement Team - Mumbai, India - Max Life Insurance Company Limited
Description
JOB SUMMARY
• Customer Engagement
o Service to Delight
•Market Conduct -13M & 25M Persistency, FIR and GIR
• Retention – E2R, Freelook, Surrender, ECS deactivation
• Revenue Generation
o Service to Sales
o Service to Recruitment
• Business Deliverables - Issuance / WIP management
• Distribution engagement
• Building Leadership & People Capability
• Audit & Compliance
KEY RESPONSIBILITIES
• Customer Engagement
Resolution of customer queries and requests on mail – S2D
Ensuring quality in processing and responsible for S2D-NPS score
Reduction in CXO escalation / Service Grievance
Engaging with customers at the GO & NPS score
• 13M & 25M Persistency
Driving 0-60 day collection by calling the customers / sellers
Driving 0-90 day collection by calling the customers / sellers
Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & CET team. Corrective and preventive measures to be implemented to improve persistency
• Retention
Engage to retain – Retaining customers with mis-selling complaint
Freelook – Retaining customers who wish to cancel the policy
Surrender – Retaining customer who come to surrender the policy
ECS – Retaining customers who want to deactivate their ECS payment method
Training and skilling the front-end on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.
• Revenue Generation – Service to Sales / Recruitment
Identify training needs of Front end and skill them.
Coaching and Developing the team to meet their goals
Always look for opportunity to upsell a customer once retained
• Business Deliverables
Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower
Traction of Applied to Paid for the region
Conducting process refreshers and process changes session with the distribution team
• Distribution Engagement
Office Visit once a quarter and engaging with the OH
Creating awareness amongst Advisors – Quality of Business
Coordination with various stake holders
• Building Leadership and People Capability
Structured capability / competency building and succession planning
Retain top performers
Generating ideas to improve the process / systems
Employee engagement
Driving key initiatives and projects in the region
• Audit & Compliance
Ensuring regulatory and statutory compliance
Zero dilution in the process adherence
Measures of Success
S2D NPS Scores > 75
S2D Simple query TAT in 1 day– 90%
Reduction in CXO escalation by 50%
NPS Scores > 90%
Customer Engagement >60%
13M Persistency >87%
25M Persistency > 85%
Engage to Retain > 50%
Freelook retention > 40%
Surrender retention > 70%
ECS retention > 40%
S2S, S2R – 100%
Applied to Paid >90%
Key Goal (Business)
Key Relationships (Internal /External)
Collaboration with Zonal / Regional / CET
Collaboration with Distribution Team
Key competencies/skills required