Understand the overall customer care and CX landscape for Max Life – all functions, processes, teams involved
Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics tracked – and set aspirational targets on these metrics
Chart the strategic roadmap (initiatives, along with the function heads) for the function to deliver on these targets
Manage and drive the various processes within customer care (email desk, grievances, escalations, helpline)
Review performance against service measurement metrics for Call Center, Email desk, Grievance and CAG. Understand gaps and set up a gap closure plan; review and verify gaps are closed as agreed; direct, guide and advise team in adhering to policies and processes in order to ensure effective execution of processes leading to customer satisfaction:
Culture Building and Communication within the team
Establish control on process and procedures, design, document and publish service report card, document and control changes to all existing procedures, understand gaps and set up a gap closure plan, conduct periodic audits and report all complications and exceptions in order to ensure compliance in all established processes and procedures and adherence to all regulatory requirements.
Grievance Management - Review compliance with process, guidelines and system requirements to track customer complaints; track compliance on resolution within agreed/regulatory timelines; ensure all written and oral communication are reviewed and adheres to identified delivery standards. Deploy maker-checker mechanism and error prevention mechanism, effective root causing, along with meaningful analytics, to ensure reduction in number of grievances in a systematic manner. Ensure strong governance of ongoing grievance reduction initiatives
Measure of Success:
GIR <25, Sustaining Industry Leadership on GIR (Private Sector)
Email NPS > 50
Email TAT – 90% in 1 Day and 70% in 3 Days
SLA >90% and Abandon Rate <1%
Cost Save – 10%
Employee Engagement >95%
Audit Rating <=2
Desired qualifications and experience:
Minimum educational qualifications: Graduate; MBA preferred
Sharp analytical skills and strong communication skills
Overall 9+ years of experience; at least 3 years in a customer services or related functional role in the financial services industry. Insurance experience (in India) preferred.
Knowledge and skills required:
Comfortable with MS Excel and Powerpoint – documenting ideas and presenting updates via these tools is a big part of any job, including this
Good Analytical skills.
Strong interpersonal skills to drive organization objectives through cross functional teams.
Target and process orientation
Program management
Career Opportunities
Position
Senior Manager – Customer Care
No. Of Positions
1
Department
Operations
Function
Customer Care (CS)
Reporting to
AVP – Customer Care
Band
4B
Location
Gurugram
Team Size
What this person is expected to do:
Understand the overall customer care and CX landscape for Max Life – all functions, processes, teams involved
Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics tracked – and set aspirational targets on these metrics
Chart the strategic roadmap (initiatives, along with the function heads) for the function to deliver on these targets
Manage and drive the various processes within customer care (email desk, grievances, escalations, helpline)
Review performance against service measurement metrics for Call Center, Email desk, Grievance and CAG. Understand gaps and set up a gap closure plan; review and verify gaps are closed as agreed; direct, guide and advise team in adhering to policies and processes in order to ensure effective execution of processes leading to customer satisfaction:
Culture Building and Communication within the team
Establish control on process and procedures, design, document and publish service report card, document and control changes to all existing procedures, understand gaps and set up a gap closure plan, conduct periodic audits and report all complications and exceptions in order to ensure compliance in all established processes and procedures and adherence to all regulatory requirements.
Grievance Management - Review compliance with process, guidelines and system requirements to track customer complaints; track compliance on resolution within agreed/regulatory timelines; ensure all written and oral communication are reviewed and adheres to identified delivery standards. Deploy maker-checker mechanism and error prevention mechanism, effective root causing, along with meaningful analytics, to ensure reduction in number of grievances in a systematic manner. Ensure strong governance of ongoing grievance reduction initiatives
Measure of Success:
GIR <25, Sustaining Industry Leadership on GIR (Private Sector)
Email NPS > 50
Email TAT – 90% in 1 Day and 70% in 3 Days
SLA >90% and Abandon Rate <1%
Cost Save – 10%
Employee Engagement >95%
Audit Rating <=2
Desired qualifications and experience:
Minimum educational qualifications: Graduate; MBA preferred
Sharp analytical skills and strong communication skills
Overall 9+ years of experience; at least 3 years in a customer services or related functional role in the financial services industry. Insurance experience (in India) preferred.
Knowledge and skills required:
Comfortable with MS Excel and Powerpoint – documenting ideas and presenting updates via these tools is a big part of any job, including this
Good Analytical skills.
Strong interpersonal skills to drive organization objectives through cross functional teams.
