Chief Mgr - Fulfilment - Online Sales - BFSI

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