Assistant Manager Customer Engagement

Year    Mumbai, Maharashtra, India

Job Description


Career OpportunitiesJob Code: IJP/Executive - Executive Customer Engagement -PositionSDENo. Of Positions1DepartmentOperationsFunctionOperations - APCReporting toCustomer Service ManagerBand5ALocationMUMBAI1APC (KHAR)Last date of submissionKey Responsibilities:

  • Processing of New Business Queries
  • Discrepancy Management - FOP\'s
  • WIP Management
  • Handling Field Ops Queries & Complaints
  • Processing of cheques / cash / credit card
  • Poll Coll clearance
  • Petty Cash Management
  • Vendor Management
  • Statutory and Facility Management
  • Agency Contract - Existing agents
Adherence to all regulatory requirements
  • Processing of customer request - POS
  • Sales to Service & Recruitment.
  • Persistency -13th and 25th Month
  • Customer Retention and Revenue
Measure of Success:
  • Applied to Paid ratio
88% * Reduction in discrepancy rate3% * Resolution of GO actionable with TAT
  • Customer / Distribution satisfaction score +3.5
  • 100% in Day 1
  • Creation of PCV on a real time basis with replenishment on 40% balance
  • Timely processing of bills and effective cost management
  • Adhere to the laid down process and guidelines
Timely processing of docs within 2 days of receipt
  • Agent Query and Code follow-up
  • Processing the agent reimbursement as per guidelines and accurately
  • POS accuracy at 97% and Decline at 3%
  • Collection of 13+25 Month
89% * Surrender/Retention70%,ECS Retention
30%CET Role: Has to handle external & internal customer queries, service request process, generating business S2S, S2R, perisistency collection and maintaining and achieving all the KRA and Contest and others.Desired qualifications and experience:
  • Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance
  • ELIGIBILITY
  • Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
  • Candidates who have a performance rating of G3M3 & have completed 18 months in the current role
FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3Knowledge and skills required:
  • Ability to work in a fast paced environment
  • Strong people skills
  • Good co-ordination skills
  • Data management on Excel should be good
  • Accounting Knowledge
  • Customer Centric
Career OpportunitiesJob Code: IJP/Executive - Executive Customer Engagement -PositionSDENo. Of Positions1DepartmentOperationsFunctionOperations - APCReporting toCustomer Service ManagerBand5ALocationMUMBAI1APC (KHAR)Last date of submissionKey Responsibilities:
  • Processing of New Business Queries
  • Discrepancy Management - FOP\'s
  • WIP Management
  • Handling Field Ops Queries & Complaints
  • Processing of cheques / cash / credit card
  • Poll Coll clearance
  • Petty Cash Management
  • Vendor Management
  • Statutory and Facility Management
  • Agency Contract - Existing agents
Adherence to all regulatory requirements
  • Processing of customer request - POS
  • Sales to Service & Recruitment.
  • Persistency -13th and 25th Month
  • Customer Retention and Revenue
Measure of Success:
  • Applied to Paid ratio
88% * Reduction in discrepancy rate3% * Resolution of GO actionable with TAT
  • Customer / Distribution satisfaction score +3.5
  • 100% in Day 1
  • Creation of PCV on a real time basis with replenishment on 40% balance
  • Timely processing of bills and effective cost management
  • Adhere to the laid down process and guidelines
Timely processing of docs within 2 days of receipt
  • Agent Query and Code follow-up
  • Processing the agent reimbursement as per guidelines and accurately
  • POS accuracy at 97% and Decline at 3%
  • Collection of 13+25 Month
89% * Surrender/Retention70%,ECS Retention
30%CET Role: Has to handle external & internal customer queries, service request process, generating business S2S, S2R, perisistency collection and maintaining and achieving all the KRA and Contest and others.Desired qualifications and experience:
  • Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance
  • ELIGIBILITY
  • Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
  • Candidates who have a performance rating of G3M3 & have completed 18 months in the current role
FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3Knowledge and skills required:
  • Ability to work in a fast paced environment
  • Strong people skills
  • Good co-ordination skills
  • Data management on Excel should be good
  • Accounting Knowledge
  • Customer Centric

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Job Detail

  • Job Id
    JD3355396
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Mumbai, Maharashtra, India
  • Education
    Not mentioned
  • Experience
    Year