Executive - Customer Engagement (DSF)

Job Description

Position

Executive  – Customer Engagement

No. of Positions

1

Department

Direct Sales Force

Function

DSF – Operations

Reporting to

Randhir Kumar

Band

5

Location

Ghaziabad  (GO 2)

Last date of submission

Key Responsibilities:

• Maximize Applied to paid to meet business plan
• Hub Hold Cases resolution within TAT
• NFTR % Reduction
• MIS and Reports
• Follow-up for GO Actionable resolution
• Booking & Tracking of Medical reports
• Customer complaint resolution within TAT
• Maximize collections
• Ensure NC cracking through field
• Auto pay Traction
• POSV / Welcome Call
• Managing end to end operational process along with teams in the field & distribution leaders
• Liaison with UW, Policy Issuance, Finance, IT, for smooth processing & service delivery across locations
• Managing dashboard for Quality of business
• 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
• POS Discrepancy Rate & resolution TAT
• Auto-pay Registration Conversion %
• Audit Rating

Desired qualifications and experience:

• Must have a minimum of 2-5 years of experience of which at least 2 yrs. in customer service / operations / Finance
• Preferable experience in Banking / Telecom / Insurance
• Should be a Graduate / Post Graduate

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

FOR LATERAL MOVEMENT, candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3M3.   

Knowledge and skills required:

• Result orientation
• 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

Job Description

Position

Executive  – Customer Engagement

No. of Positions

1

Department

Direct Sales Force

Function

DSF – Operations

Reporting to

Randhir Kumar

Band

5

Location

Ghaziabad  (GO 2)

Last date of submission

Key Responsibilities:

• Maximize Applied to paid to meet business plan
• Hub Hold Cases resolution within TAT
• NFTR % Reduction
• MIS and Reports
• Follow-up for GO Actionable resolution
• Booking & Tracking of Medical reports
• Customer complaint resolution within TAT
• Maximize collections
• Ensure NC cracking through field
• Auto pay Traction
• POSV / Welcome Call
• Managing end to end operational process along with teams in the field & distribution leaders
• Liaison with UW, Policy Issuance, Finance, IT, for smooth processing & service delivery across locations
• Managing dashboard for Quality of business
• 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
• POS Discrepancy Rate & resolution TAT
• Auto-pay Registration Conversion %
• Audit Rating

Desired qualifications and experience:

• Must have a minimum of 2-5 years of experience of which at least 2 yrs. in customer service / operations / Finance
• Preferable experience in Banking / Telecom / Insurance
• Should be a Graduate / Post Graduate

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

FOR LATERAL MOVEMENT, candidate should have completed at least 12 months in the current role & have a minimum performance rating of G3M3.   

Knowledge and skills required:

• Result orientation
• 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