Cluster Manager

Job Description

Position

Cluster Manager - Ecommerce

No. of Positions

Department

CAT

Function

Ecommerce

Reporting to

Chief Manager - Ecommerce

Band

4A

Location

Comp.

9L

Key Responsibilities:

Maintain Customer Relationship

·         Ensure that team builds sustainable relationships and trust with customer accounts through open and interactive communication

·         Determine clients’ particular needs and financial situations by scheduling fact-finding appointments and determining the extent of present coverage and investments

Track and Supervise Campaign Calling

·         Track Segmented product based campaigns including GLIP, SWP, FWP and others

·         Ensure that the team follows communication procedures, guidelines & policies

Supervise/Track Service Request Calls

·         Keep records of customer interactions, process customer accounts and file documents

·         Provide appropriate solutions and up-selling strategies to the team basis the feedback of the previous interactions

·         Perform random follow-ups to ensure customer satisfaction and query resolution

·         Provide accurate, valid and complete information by using the right methods/tools

Growth & Planning

·         Evaluate business or individual customers’ needs and financial status and propose protection plans that meet their criteria

Measure of Success:

Maintain Customer Relationship

·         Ensure clients’ particular needs and the extent of present coverage and investments are appropriate

·         Ensure customer satisfaction scores are above within the acceptable range

Track and Supervise Campaign Calling

·         Ensure that the team follows communication procedures, guidelines & policies

Supervise/Track Service Request Calls

·         Random Audit to ensure customer satisfaction and query resolution

Growth & Planning

·         Sustain customer acquisition and revenue growth objectives

Essential qualifications and experience:

Ø  Graduate

Ø  Minimum 6 Years of the experience in sales verticals dealing with HNI customers

Competence required:

Strong People Leadership, Experience in selling multiple financial products, Interpersonal communication, Customer centricity, Experience in sales verticals dealing with HNI customers, Managing teams

Job Description

Position

Cluster Manager - Ecommerce

No. of Positions

Department

CAT

Function

Ecommerce

Reporting to

Chief Manager - Ecommerce

Band

4A

Location

Comp.

9L

Key Responsibilities:

Maintain Customer Relationship

·         Ensure that team builds sustainable relationships and trust with customer accounts through open and interactive communication

·         Determine clients’ particular needs and financial situations by scheduling fact-finding appointments and determining the extent of present coverage and investments

Track and Supervise Campaign Calling

·         Track Segmented product based campaigns including GLIP, SWP, FWP and others

·         Ensure that the team follows communication procedures, guidelines & policies

Supervise/Track Service Request Calls

·         Keep records of customer interactions, process customer accounts and file documents

·         Provide appropriate solutions and up-selling strategies to the team basis the feedback of the previous interactions

·         Perform random follow-ups to ensure customer satisfaction and query resolution

·         Provide accurate, valid and complete information by using the right methods/tools

Growth & Planning

·         Evaluate business or individual customers’ needs and financial status and propose protection plans that meet their criteria

Measure of Success:

Maintain Customer Relationship

·         Ensure clients’ particular needs and the extent of present coverage and investments are appropriate

·         Ensure customer satisfaction scores are above within the acceptable range

Track and Supervise Campaign Calling

·         Ensure that the team follows communication procedures, guidelines & policies

Supervise/Track Service Request Calls

·         Random Audit to ensure customer satisfaction and query resolution

Growth & Planning

·         Sustain customer acquisition and revenue growth objectives

Essential qualifications and experience:

Ø  Graduate

Ø  Minimum 6 Years of the experience in sales verticals dealing with HNI customers

Competence required:

Strong People Leadership, Experience in selling multiple financial products, Interpersonal communication, Customer centricity, Experience in sales verticals dealing with HNI customers, Managing teams