- 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
- Customer Engagement - As per the process
- Retention (All 4 cohorts) - As per the Process
- NPS-85
- 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
- Persistency
- New Business P2A Drive
- Review of team members Quarterly
Desired qualifications and experience
- Graduate / Post-Graduate in any discipline.
- 10 years experience handling front end customer services
- Knowledge of service quality is required
- Team handling with more than 8 employees
Knowledge and skills required
- Must be highly customer centric
- Excellent communication skills
- Good co-ordination skills
- Data management on Excel should be good
Role: Customer Success Manager
Industry Type: Insurance
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
Education
UG: Any Graduate
PG: Any Postgraduate
