TM-AM-CS Serv Assur-Thane

Aditya Birla Group

Thane, India

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Job Description

Job Purpose

To direct and drive all front-end and back-end customer related Initiatives for BSLI, focusing on activities relating to Policy Administration, Customer Care, HNW, and Call Centre operations towards the establishment of customer and policy services as a differentiator for the organization

Job Context & Major Challenges

Job Context: To direct and drive all front-end and back-end customer related Initiatives for BSLI, focusing on activities relating to Policy Administration, Customer Care, HNW, and Call Centre operations towards the establishment of customer and policy services as a differentiator for the organization

Job Challenges: . With the Company on a growth trajectory, the customer base (policy base) is increasing manifold which results in increase in volumes of service requests.

. Similarly, with opening up of new Branches, the spread is increasing to Tier-III cities and smaller towns, placing a demand on reach of services.

. To remain competitive, the Company is constantly innovating on products and services, which increases the complexity of services to be provided.

. With increasing volumes, scalability has to be provided to operations and there is a need to provide more touch points for service delivery so that there is lesser pressure on existing touch points.

. With the life insurance industry evolving and the Regulator on constant upgrade mode, the processes have to be complaint to changing regulations.

. With almost 25 life insurance companies competing in a common market, service delivery is a key differentiator and the customers aspirations for better service have to be fulfilled

Key Result Areas

	KRA (Accountabilities) (Max 1325 Characters)	Supporting Actions (Max 1325 Characters)
KRA1	Design and develop the Service Operations strategy towards the establishment of customer service as a key value proposition for the organization	1. Engage with cross functional teams to build a comprehensive strategy document. 2. Design & Implement Segmented Customer Service and Policy Servicing matrix. 3. Effectively document & communicate the objectives and Strategies to differentiate the Customer and Policy Service Experience. 4. Define measurable parameters and Targets for enhanced customer experience. 5. Ensure alignment and buy-in of the defined strategy among internal stakeholders
KRA2	Manage post acquisition customer life cycle to ensure highest levels of customer satisfaction.	1. Ensure documentation of a complete customer engagement plan and supporting processes for implementation and periodically review them 2. Establish control mechanisms and exception dealing processes 3. Direct the establishment and administration of SLA's for Shared services for all customer engagement activities 4. Ensure establishment of SLA's for internal and external workflows for efficient complaint management. 5. Ensure adherence to IRDA customer redressal policy and liaise effectively with the regulator for desired state of customer satisfaction 6. Lead and steer cross functional engagement for continuous process improvements. 7. Co-create marketing loyalty / service campaigns and other revenue stimulation activities for retention activities. 8. Create channel for free flow of information across channels and verticals for seamless customer service communication. 9. Optimise Plan and manage service expenses as per the agreed budget for the year 10. Devise a communication strategy for customers to provide effective and timely communication directly to customers, and through other mediums ie advisors, distributors etc
KRA3	Define and Deliver CSAT targets and ensure quality customer care and intervention for sales / other functions	1. Decide on the customer satisfaction target, communicate the same to the entire team 2. Ensure the delivery of the same by preparing relevant metrics and dashboards. 3. Shortlist partner for CSAT measures. 4. Steer com engagements for improving CSAT scores
KRA4	Establish effective review, control and data integrity mechanisms	1. Review the functioning of each vertical and recommend corrective actions 2. Defining budgetary expenditure limits with periodic review of expenditure against plan 3. Ensure process adherence in alignment to regulatory compliance and audit requirements 4. Act as a custodian of the customer data. 5. Direct periodic drives to audit and improve the quality of the data captured. 6. Put in relevant checks and balances to ensure data confidentiality at all customer check points. Back the same with regular audits and training.
KRA5	Ensure adequate manning, training, development & performance management of the team	1. Assess the training gaps periodically 2. Plan and Organise Training / workshops for team thereby improving team efficiency 3. Enhance training reach and certification through introduction of e-learning modules wherever appropriate. 4. Establish & Administer dashboards at individual and team levels and build objective reward and recognition mechanism around the same. 5. Enhance Employee Satisfaction through people engagement and cross functional level. 6. Review manpower requirement raised by team based on volumes and trends.