Manager - Customer Engagement

Career Opportunities

 Job Code: IJP-Manager Customer Engagement                                      Date of Posting: 05-05-25

Position

Manager – Customer Engagement

No. of Positions

1

Department

Customer Engagement

Function

Customer Engagement

Reporting to

Chief. Manager - Customer Engagement

Band

4

Location

Kolkata1

Last date of submission

 05-May-25

Key Responsibilities: 

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success: 

• Customer Engagement – As per the process
•  Retention (All 4 cohorts) – As per the Process
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2 
• Persistency
• New Business P2A Drive
• Review of team members Quarterly

 Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 10 years experience handling front end customer services
• Knowledge of service quality is required
• Team handling with more than 8 employees

Knowledge and skills required: 

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good

Career Opportunities

 Job Code: IJP-Manager Customer Engagement                                      Date of Posting: 05-05-25

Position

Manager – Customer Engagement

No. of Positions

1

Department

Customer Engagement

Function

Customer Engagement

Reporting to

Chief. Manager - Customer Engagement

Band

4

Location

Kolkata1

Last date of submission

 05-May-25

Key Responsibilities: 

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success: 

• Customer Engagement – As per the process
•  Retention (All 4 cohorts) – As per the Process
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2 
• Persistency
• New Business P2A Drive
• Review of team members Quarterly

 Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 10 years experience handling front end customer services
• Knowledge of service quality is required
• Team handling with more than 8 employees

Knowledge and skills required: 

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good