Customer Service Manager - BFSI

Position Title - Manager/AM – CS

Company - L&T General Insurance Company Limited

Grade / Level - 4A

Division / Department - Customer Service

Location - Mumbai

1. JOB PURPOSE

(Briefly describe the general purpose of the position or its significance from the organisation's point of view and how it contributes to the overall mission/objective of the organization).

- Responsible for timely redressal of customer complaints claims.

2. PRINCIPAL ACCOUNTABILITIES

(List the responsibilities/duties associated with the job)

1. Single point of contact for all customer interactions at the branch (prospect, policy holder, channel partner)

2. Ensure Service Delivery Metrics (SDMs) for the process are met as agreed upon. Follow centralised grievance management process in adherence to IRDA guidelines

3. Work closely with branch personnel and coordinate with HO to redress customer grievances within TAT. Provide inputs to respective functions in order to improve exisiting processes.

4. Work closely with HO to implement customer service initiatives at the branch & ensure consistent and
high service delivery at the branch.

5. Train new team members on products and processes. Share best practises within the team

6. Gathering Customer Feedback, addressing Customer Grievance within TAT and take various corrective
actions.

DIMENSIONS

- (List the significant numerical data which will reflect the scope and scale of activities concerning this job).
Financial Dimensions

- (These should be quantifiable numerical amounts like annual budgets, project costs, annual revenue, purchase value etc.).

- NA

Other Dimensions

(Indication of some of the significant volumes associated with the job like number in team/ staff handled etc).

Team Size – 8, Direct Reports – NA

Internal Interface - IT, Finance, Operations, Underwriting, Sales, Acturial, Legal

External Interface – Customers

SKILLS AND KNOWLEDGE

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

Educational Qualifications and Experience

- Graduate in any stream

- 2 - 8 years, Preferably from insurance sector

Contact -
Priyanka Thakur
Mount Talent Consulting, India, APAC & EMEA
Mount Technology Consulting Inc., USA
priyankat@mounttalent.com | Cell: +91- 9560686333 | Website:www.mounttalent.com
Recruitments | Trainings | HR Consulting
Linkedn Profile : : in.linkedin.com/pub/priyanka-thakur/57/1b9/5a1