Assistant Manager - Customer Engagement

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success

• Service to Delight-NPS-90 & 3 days TAT
• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be
• Surrender Requests
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2
• Service to Recruitment-100%
• Service to Sales(Agency & Cat)-100%
• Persistency-90%
• Freelook to retain-45%

Desired qualifications and experience

• Graduate / Post-Graduate in any discipline.
• 2-3 years experience handling front end customer services
• Knowledge of service quality is required

Knowledge and skills required

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good