Deputy Manager - Customer Engagement

Key Responsibilities: 

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

• Daily WIP management (governance calls)
• Weekly/Fort-nightly Governance calls/Meetings
• Monthly FWG with Bank and Distribution
• Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

2) ESCALATION & QUERY MGMT Single point of contact for Broker escalations management (service query / Under writing / claims)

3) TRAINING: Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs

4) Inter dept. coordination/structural fixes– IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner

Measure of Success:

• >87% M0 issuance and 94% M2 Issuance

• 100% Customer Service and complaint resolution within TAT

• Bank Partner, Customer satisfaction score-top 2 boxes with more than 80%

• Customer retention and reduction in leakage (less than 6 % pre and post)

• Trainings to MLI Distribution team on ops processes and policies

• Meet the renewal / persistency targets

• Meet the Surrender retention targets

• Audit ratings of 2 or above in all internal audits

Key Responsibilities: 

1) DRIVING OPERATIONAL EFFICIENCIES & DISTRIBUTION ENAGAGEMENT

• Daily WIP management (governance calls)
• Weekly/Fort-nightly Governance calls/Meetings
• Monthly FWG with Bank and Distribution
• Quality of Business discussions and drive issuance/ leakage/ Persistency/ E2R/ Free-look / Claims at zone/cluster level

2) ESCALATION & QUERY MGMT Single point of contact for Broker escalations management (service query / Under writing / claims)

3) TRAINING: Train and educate broker team on the various ops process, underwriting guidelines, new initiatives and address FAQs

4) Inter dept. coordination/structural fixes– IT enhancements/ issues, process gaps, MIS customization, reporting requirements of partner

Measure of Success:

• >87% M0 issuance and 94% M2 Issuance

• 100% Customer Service and complaint resolution within TAT

• Bank Partner, Customer satisfaction score-top 2 boxes with more than 80%

• Customer retention and reduction in leakage (less than 6 % pre and post)

• Trainings to MLI Distribution team on ops processes and policies

• Meet the renewal / persistency targets

• Meet the Surrender retention targets

• Audit ratings of 2 or above in all internal audits