Manager - Customer Engagement

Date: Jun 1, 2025

Location: Gurugram, HR, IN

Company: maxlifeins

Job Description

Position

Manager – Digital Customer Engagement Team

Position

1

Department

Customer Engagement Team

Function

Operations

Reporting to

Zonal Officer

Band

3

Location

As per requirement

Team size (D/I)

7-8

 

JOB SUMMARY   

  • Digital Customer Engagement
  • Market Conduct -13M & 25M Persistency, FIR and GIR
  • Retention – E2R, Freelook, Surrender, ECS deactivation
  • Revenue Generation
    • Service to Sales
    • Service to Recruitment
  • Business Deliverables - Issuance / WIP management
  • Distribution engagement
  • Building Leadership & People Capability
  • Audit & Compliance
 
KEY RESPONSIBILITIES
  •    Digital Customer Engagement
    • Call Quality Audit of digital calls taken by respective team members.
    • Ensuring quality in Digital calls and responsible for Call Quality Scores.
    • Reduction in CXO escalation / Service Grievance

 

  • 13M & 25M Persistency
    • Driving 0-60-day collection by calling the customers / sellers
    • Driving 0-90-day collection by calling the customers / sellers

 

Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team.  Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

 

  • Retention
    • Engage to retain – Retaining customers with mis-selling complaint
    • Freelook – Retaining customers who wish to cancel the policy
    • Surrender – Retaining customer who come to surrender the policy
    • ECS – Retaining customers who want to deactivate their ECS payment method

 

Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts.  Collaborating with the OH to form an effective task team.

 

  • Revenue Generation – Service to Sales / Recruitment  
    • Identify training needs of Digisaarthi team and skill them.
    • Coaching and Developing the team to meet their goals
    • Driving the team to always look for opportunity to upsell a customer once retained.

 

 

 

 

 

 

 

  • Business Deliverables
    • Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower.
    • Traction of Applied to Paid for the region
    • Conducting process refreshers and process changes session with the distribution team

 

  • Distribution Engagement
    • Monthly connect with the OH
    • Creating awareness amongst Advisors – Quality of Business
    • Coordination with various stake holders

 

  • Building Leadership and People Capability
    • Structured capability / competency building and succession planning
    • Retain top performers
    • Generating ideas to improve the process / systems
    • Employee engagement
    • Driving key initiatives and projects in the region

 

  • Audit & Compliance
    • Ensuring regulatory and statutory compliance
    • Zero dilution in the process adherence
    • Self Audit of the assigned branches

 

 

 

 

Measures of Success

  • Quality Scores (OA-95% / FEA-100%)
  • Reduction in CXO escalation by 50%
  • DNPS Scores >=94
  • Customer Engagement >50%
  • 13M Persistency >=90%
  • 25M Persistency >=88%
  • Engage to Retain >=65%
  • Freelook retention >=50%
  • Surrender retention >=70%
  • ECS retention >=50%
  • S2S, S2R – 100% As per the Target
  • Applied to Paid >=92%

 

Key Goal (Business)

  • Driving customer Retention& Persistency
  • Meeting S2S/R target for the region.
  • Distribution engagement
  • Identify training needs of Front end team and skilling them.

 

Key Relationships (Internal /External)

Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams

 

 

 

 

 

 

 

 

 

 

 

 

 

Key competencies/skills required

  • Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role
  • Interpreting, analyzing data using statistical techniques for trends
  • Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
  • Good presentation skills

Desired qualification and experience

Post Graduate in Management preferred

Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service

Experience of managing Operations / or Customer Service

 

         

 

 

Job Description

Position

Manager – Digital Customer Engagement Team

Position

1

Department

Customer Engagement Team

Function

Operations

Reporting to

Zonal Officer

Band

3

Location

As per requirement

Team size (D/I)

7-8

 

JOB SUMMARY   

  • Digital Customer Engagement
  • Market Conduct -13M & 25M Persistency, FIR and GIR
  • Retention – E2R, Freelook, Surrender, ECS deactivation
  • Revenue Generation
    • Service to Sales
    • Service to Recruitment
  • Business Deliverables - Issuance / WIP management
  • Distribution engagement
  • Building Leadership & People Capability
  • Audit & Compliance
 
KEY RESPONSIBILITIES
  •    Digital Customer Engagement
    • Call Quality Audit of digital calls taken by respective team members.
    • Ensuring quality in Digital calls and responsible for Call Quality Scores.
    • Reduction in CXO escalation / Service Grievance

 

  • 13M & 25M Persistency
    • Driving 0-60-day collection by calling the customers / sellers
    • Driving 0-90-day collection by calling the customers / sellers

 

Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team.  Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

 

  • Retention
    • Engage to retain – Retaining customers with mis-selling complaint
    • Freelook – Retaining customers who wish to cancel the policy
    • Surrender – Retaining customer who come to surrender the policy
    • ECS – Retaining customers who want to deactivate their ECS payment method

 

Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts.  Collaborating with the OH to form an effective task team.

 

  • Revenue Generation – Service to Sales / Recruitment  
    • Identify training needs of Digisaarthi team and skill them.
    • Coaching and Developing the team to meet their goals
    • Driving the team to always look for opportunity to upsell a customer once retained.

 

 

 

 

 

 

 

  • Business Deliverables
    • Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower.
    • Traction of Applied to Paid for the region
    • Conducting process refreshers and process changes session with the distribution team

 

  • Distribution Engagement
    • Monthly connect with the OH
    • Creating awareness amongst Advisors – Quality of Business
    • Coordination with various stake holders

 

  • Building Leadership and People Capability
    • Structured capability / competency building and succession planning
    • Retain top performers
    • Generating ideas to improve the process / systems
    • Employee engagement
    • Driving key initiatives and projects in the region

 

  • Audit & Compliance
    • Ensuring regulatory and statutory compliance
    • Zero dilution in the process adherence
    • Self Audit of the assigned branches

 

 

 

 

Measures of Success

  • Quality Scores (OA-95% / FEA-100%)
  • Reduction in CXO escalation by 50%
  • DNPS Scores >=94
  • Customer Engagement >50%
  • 13M Persistency >=90%
  • 25M Persistency >=88%
  • Engage to Retain >=65%
  • Freelook retention >=50%
  • Surrender retention >=70%
  • ECS retention >=50%
  • S2S, S2R – 100% As per the Target
  • Applied to Paid >=92%

 

Key Goal (Business)

  • Driving customer Retention& Persistency
  • Meeting S2S/R target for the region.
  • Distribution engagement
  • Identify training needs of Front end team and skilling them.

 

Key Relationships (Internal /External)

Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams

 

 

 

 

 

 

 

 

 

 

 

 

 

Key competencies/skills required

  • Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role
  • Interpreting, analyzing data using statistical techniques for trends
  • Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
  • Good presentation skills

Desired qualification and experience

Post Graduate in Management preferred

Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service

Experience of managing Operations / or Customer Service