Website:
axismaxlife.com
Job details:
Career Opportunities Job Code: IJP-Asst Mgr Customer Engagement Position
Asst Mgr – Customer Engagement
No. of Positions1
Department
Operations
FunctionField Operations
Reporting to
Sr Manager - Customer Engagement
Band5A
Location
Gurgaon1
Last date of submission Key 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 Requests <1%
· 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
· Good co-ordination skills
· Data management on Excel should be good
Click on Apply to know more.
