Chief Manager – Fulfilment (Online Sales)
With one of the leading life insurance company
Job Title: Chief Manager – Fulfilment (Online Sales)
Location: Gurgaon
JOB SUMMARY:
Responsible for the overall direction of all online operations including
- Lead management and meeting conversion targets
- All operations and fulfilment related aspects for online sales vertical
- Policy Issuance and Underwriting of business
- Customer Management through the funnel
- Managing Business partners -( Aggregator, TPA, Callcenter, Payment gateway aggregator)
KEY RESPONSIBILITIES:
Lead Management and conversion
- Manage end to end online customer lifecycle from the time contact details are available to policy issuance
- Manage a funnel management team to ensure timely follow up with customers and help them to complete the sales process
- Manage the tele sales/click to call assistance for online customers
- Achieve conversion targets on lead to payment and payment to issuance
- Meet and maximize auto debit renewal option
- Proactively take measures to reduce dropouts across all stages in the funnel based on analytics and customer feedback
Operational issues related to online sales operations
- Establish, document and communicate service standards to all concerned stake holders
- Establish a mechanism for timely and comprehensive resolution of customer queries and issues
- Ensure operational readiness pre launch and scale up based on business volumes
- Ensure co-ordination between various cross functional stakeholders to maintain smooth functioning of the channel
- Contribute to business requirements and testing to upgrade interface or processes and fix defects
- Timely dissemination of MIS , Dashboards and reports
Customer Management
- Develop a robust system to track and handhold the customer through the lifecycle from lead to policy issuance
- Track and process enquiries and requests within agreed timelines
- Proactive communication at all touch points and redesigning content to make it relevant
- Manage incoming queries specific to the channel
- Maximise customer satisfaction with online purchase experience and instil trust
Policy Issuance and Underwriting
- Agree, publish and adhere to SLAs for online sales,( TAT& Accuracy)
- Ensure complete documentation at all stages is collected and communicated to the customer transparently and at one go
- Ensure due diligence in underwriting practices and risk evaluation to ensure mortality assumptions are on track
- Constantly look for opportunities and innovation to simplify online customer experience with respect to Policy Documentation and Digital application
- Monitor leakage and bring in systemic guideline changes to reduce the same
- Initiate cancellation of cases which are not completed after due follow up
- Reduce drop offs in payment processing and ensure timely reconciliation and upload of monies received
- Timely refund and communication in case of cancellations and charge backs
- Ensure timely delivery of policy packs and track RTOs for closure.
- Timely set up SIs for Renewal collections
- Ensure compliance sign offs on the final processes and subsequent modifications
Medical Network and Medical experience management
- Complete tie up with the appropriate business partner to service online customers as per the service proposition
- Monitor and improve quality of DCs and Medical experience for these customers
- Ensure that all complaints regarding service providers from customers or UW are documented and action is taken in well defined time lines
- Adapt to changing business dynamics to ensure scale up of servicing locations
- Co-ordination with TPAs to ensure timely transit of Medical reports
- Ensure 100% adherence to appointments done as scheduled
- Monitor and follow through on No shows
- Manage billing and look for cost reduction opportunities
- Customer communication and management during the scheduling and follow up process
Cost management
- Understand and optimise the cost items and work on measures to improve efficiency and reduce cost per policy
Control and compliance
- Document and ensure compliance of all SOPs
- Adhere to all regulatory requirements
- Report all complications and exceptions
- Ensure no exceptions in audit
People management
- Hiring and Retention
- Training and skilling
- Devise compensation models along with Business which will support high lead conversions
JOB REQUIREMENTS
MINIMUM EDUCATION:
- Graduate preferably with an MBA
MINIMUM/SPECIFIC EXPERIENCE:
8 – 10 years of experience in leading a large MNC operations team and having independent responsibility of customer service, operations team supporting online business. Hands on experience of Lead management and online customer engagement
- Analytical, management and planning skills
- Comprehensive knowledge of operation of financial institutions required
- Good team skills
- Customer orientation
- Process orientation
- Sales
Intrested candidate can send thier cvs on komal.patel@upman.in or esle call on 9099077040
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