Assistant Manager - Customer Engagement (DSF)

Key Responsibilities:

Ü Maximize Applied to paid to meet business plan

Ü Hub Hold Cases resolution within TAT

Ü NFTR % Reduction

Ü MIS and Reports/Dashboards

Ü Follow-up for GO Actionable resolution

Ü Booking & Tracking of Medical reports

Ü Customer complaint resolution within TAT

Ü Maximize MFYP Collection and Renewals

Ü Ensure NC cracking through field

Ü Auto-pay Traction / ECS Registration

Ü POSV / Welcome Call

Ü Managing end to end operational process along with teams in the field & distribution leaders

Ü Liaison with UW, Policy Issuance, Finance, IT, for smooth processing & service delivery across locations.

Ü Managing dashboard for Quality of business

Ü Adoption of various digital initiatives among distribution

Measure of Success:

• Timely & Accurate MIS

• Timely WIP Movement to timely business processing

• Improvement in key processes across field

• Successful tracking on new business parameters (P2A, FTR, Business Leakage, GO Actionable TAT & 13th / 25th Month persistency / Collections

• Meeting Targets of MFYP and Renewals.

• POS Discrepancy Rate & resolution TAT

• Auto-pay Registration Conversion %

• Audit Rating

Desired qualifications and experience:

• Must have a minimum of 3-5 years of experience of which at least 2 yrs. in customer service / operations / Finance

• Preferable experience in Insurance / Banking

• Should be a Graduate / Post Graduate

ELIGIBILITY

Candidates who have a performance rating of G2V2 & have completed 12 months in the current role

Candidates who have a performance rating of G3V3 & have completed 18 months in the current

FOR LATERAL MOVEMENT, candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3V3.

Knowledge and skills required:

• Result oriented

• Ability to manage & inspire teams to achieve targets.

• Good communication & co-ordination skills

• Data management on Excel, data analysis and interpretation skills should be good

• Customer centricity and ability to influence without authority

• Strong intersection management and relationship building capabilities