AGM/GM - Customer Service - Insurance

AGM/GM - Customer Service - eCom

Context & Role:

- Responsible of managing servicing and process management across New Business, Distribution OPS and Customer Service.

-The person is to ensure effective efficiency and productivity from resources aligned to the given process as per the agreed SLA and ensure compliance to the overall processes.

- The incumbent is also expected to manage the inbound & outbound call center activities of Digital Sales channel along with all internal & external stakeholder management.

Key Responsibilities :

1. Process management - New business login & issuance with maximum first-time right %age

2. Leading a team managing activities from handling calls to responding emails and promptly handling customer concerns

3. Liaising with functions to resolve any gaps/fulfil requirements vital for ensuring superior customer experience

4. Participate in coaching, reviews and training assessments of team in conjunction with other functions, to enhance productivity & quality

5. Work on redefining of processes and procedures to ensure "Ease of Doing Business". Encouraging innovation & creativity and institutionalizing processes & systems

6. Ensure compliance of all processes as per regulatory requirements. Coordinate with Internal auditors and Stat auditors during process audits

7. Vendor Management

Measures of Performance :

1. %age login to issuance & %age first-time right

2. Meeting business targets month on month

3. Adherence to processes

4. Initiatives around innovation, process designing & re-designing for "Ease of doing business"

5. Managing partner (external stake holders) query and timely resolution with minimal escalation

6. Consistent improvement in productivity of call center agents

Knowledge and skills required:

1. Knowledge of Quality Management - like Six Sigma, Lean etc.

2. Deep understanding & knowledge of Insurance (any of life, health or general)

3. Exposure of handling of ISO certifications (preferred)

4. Analytical knowledge (proficient in excel)

5. Good communication & Project Management skills