Assistant Manager - Customer Engagement (Agency)

Position

Department

Reporting to

Location

Key Responsibilities:

• 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 < 10 days
Surrender Requests <1%
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