Responsible for resolution of POS Requests and Queries within the defined SLAs and Quality Benchmarks
End to end service request processing and communication within defined SLAs.
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure customer query and service requests are resolved.
Ensure follow up with Branches / Agents to ensure end to end resolution on the cases
Adhering to defined TAT for processing customer request.
Coordinating between Max Life and Business Partner on WIP handling and closures monitoring.
Ensure achieving targets on high ageing cases.
Ensure team support as and when required
Measure of Success:
Customer satisfaction scores.
TAT of Customer/Agent query resolution as per defined SLA.
Meeting productivity benchmarks.
Target on high ageing to be met.
Accuracy standards
Desired qualifications and experience:
Should be a graduate, preferably with a professional qualification.
Knowledge of Life Insurance products preferred.
Must have a minimum of one years experience in customer service / operations.
FOR LATERAL MOVEMENT,
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
Knowledge and skills required:
Experience of working in operations and customer service preferably in Banking, Telecom or Financial service companies
Exposure to quality tools and processes
Good communication skills
Strong Customer Focus
Strong adaptability and Problem solving skills
Job Description
Position
Executive – POS
No. of Positions
1
Department
Operations
Function
POS
Reporting to
Assistant Manager – POS
Band
5
Location
Gurugram
Last date of submission
Key Responsibilities:
Responsible for resolution of POS Requests and Queries within the defined SLAs and Quality Benchmarks
End to end service request processing and communication within defined SLAs.
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure customer query and service requests are resolved.
Ensure follow up with Branches / Agents to ensure end to end resolution on the cases
Adhering to defined TAT for processing customer request.
Coordinating between Max Life and Business Partner on WIP handling and closures monitoring.
Ensure achieving targets on high ageing cases.
Ensure team support as and when required
Measure of Success:
Customer satisfaction scores.
TAT of Customer/Agent query resolution as per defined SLA.
Meeting productivity benchmarks.
Target on high ageing to be met.
Accuracy standards
Desired qualifications and experience:
Should be a graduate, preferably with a professional qualification.
Knowledge of Life Insurance products preferred.
Must have a minimum of one years experience in customer service / operations.
FOR LATERAL MOVEMENT,
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
Knowledge and skills required:
Experience of working in operations and customer service preferably in Banking, Telecom or Financial service companies
