Bajaj Allianz - Assistant Vice President - Customer Experience

JOB PURPOSE

(Summarize in one statement why the job exists; and how it contributes to the overall objective of the company)

Lead, plan and implement initiatives for customer experience programs in the vertical. Ensure leading the escalations, NPS and Customer first and Communication framework alongside critical planning, forecasting, project governances and review storyboarding. Work towards ensuring best in class policy servicing, grievance redressal, service quality to the customer with minimum turn-around time and in the most efficient manner. The role is also responsible for planning and monitoring along with key stakeholders and sales functions. This role also requires will assist in drafting for media interactions, award submissions, critical review items & external forum interactions for Operations function

PRINCIPAL ACCOUNTABILITIES

(Accountabilities associated with the job)

1. Planning

- Scan the environment, competitors, new technologies, best practices. etc. to propose themes for introducing best in class practices, standards, and new initiatives for customer experience vertical (e.g. move to digital medium) jointly with SVP- CX & R

- Prepare projections and plans for manpower and costs based on scale of operations, projected sales volume and expected transactions to efficiently service the customers.

- Plan the mitigation around grievances, escalations (whether in house or outsource) based on expected volumes to ensure that customer dissonances are reduced.

- Review deviations in projected and actual incoming volumes every month to take actions (increase/ decrease capability) and realign the plan.

- Plan for service quality vertical by designing the SOPs, customer surveys, NPS and related interventions.

2. Customer communications

- Lead the customer communication program for the Organization w.r.t content, design, logic, structure & efficacies.

- Drive critical Internal & External communication campaigns with respective sub-functions within Operations and CX domain.

- Ensuring desired efficacy around customer communication campaigns

- Submitting key media representations for Head of Operations & CX, Director's report, ESG manuals, Annual reports

- Supporting, leading and front ending various CX award nominations and public interaction forums

3. Leading the Operations & CX representation in the Customer First Program

- Leading the Operations & CX representation towards the Customer First program

- Supporting the Customer issue identification and mitigation councils

- Drive the TNPS, RNPS led agendas for Operations & CX

4. Functional reviews & Project/s governance

- Monitor dashboards (for aged pending requests) to track deviations from projected volumes and review project trackers (NPS, video call etc.) daily to ensure delivery of milestones and adherence to timelines on progress of projects.

- Identify the reasons for deviations and lead the customer issues governance forums, (e.g. increase in errors) to ensure corrective & preventive measures like developing a training plan, communication white spaces to reduce errors and identify opportunities for improvements

5. CX performance reviews

- Review the CX functional metrics with HOD, quality team, training team, process owner etc. to identify opportunities for improvement every week/fortnight.

- Conduct special review with the vendors in case of severe non-performance issues to provide feedback to address such issues.

6. Team development

- Participate in recruitment process to identify the right talent for various positions within the function

- Establish individual performance expectations and evaluation metrics, and regularly review individual performance

- Identify and create development opportunities for team members to enhance functional knowledge.

MAJOR CHALLENGES

(Challenges faced on an on-going basis in carrying out the job)

- Influencing other departments to resolve customer complaints and give the matter priority (as customer service receive receives complaints for all teams/functions)

- Establishing processes and SOPs for new initiatives which are new to the organization and consistently implementing them (NPS, video calling etc.)

- Ensuring stakeholder connects with sub-units and driving the CX program agenda

DECISIONS

(Key decisions taken by job holder at his/her end)

Following decisions are taken by the role (in compliance with regulatory requirements):

- Operational decisions for vendor management (number of seats required based on volumes, shifts etc.)

- Decision on process change and improvement initiatives

- Manpower planning and tracking

INTERACTIONS

(Key working relationships a job holder needs to have INSIDE and OUTSIDE the company to accomplish the job)

Internal Clients

Roles you need to interact with inside the organization to enable success in your day to day work

- All businesses/functional team: to discuss and resolve grievance handling

- All sales functions for CX governance and reviews

- Marketing function for NPS

- Finance teams: to resolve issues related to payouts.

- Legal team: to discuss critical escalations and decisions, and seek expertise for grievance handling of escalated/ sensitive cases

- IT: to identify issues through RCAs

External Clients

Roles you need to interact with outside the organization to enable success in your day to day work

- Partners (bank channel, insurance brokers): to maintain relationships and take feedback on service quality

- Vendors (TCS, Teleperformance, Arcis): to review performance and critical cases

DIMENSIONS

(Key numerical data which will reflect the scope and scale of activities concerning this job)

8. SKILLS AND KNOWLEDGE

(Minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent)

- Ability to lead and drive large forums involving various stakeholders.

- Draw out clarity from chaos and put transformational projects on track.

- Content drafting and writing skills.

- PR skills and strong executive presence

- Strong acumen on MS Office, Project Management tools

Educational Qualifications

a) Qualifications

- Post-Graduation

- Masters in business administration or Mass communications preferred

b) Work Experience

- Minimum 12-15 years of experience

- Minimum 7-8 years of experience in leading a team (in any industry)

- A degree, course or experience in content writing will be preferred

- Existing CX experience will be preferred.