Business Deliverables - Issuance / WIP management /M0
Distribution engagement
Building Leadership & People Capability
Audit & Compliance
KEY RESPONSIBILITIES
Customer Engagement
Reduction in CXO escalation / Service Grievance
Engaging with customers at the GO & NPS score
13M,14M,15M & 25M Persistency
Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager CRM/ CM’S / RA’team. Corrective and preventive measures to be implemented to improve persistency
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 on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.
Identify training needs of Front end and skill them.
Coaching and Developing the team to meet their goals
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 and servicing
Traction of Applied to Paid for the region
Conducting process refreshers and process changes session with the distribution team
Responsible for M0 Overall and protection
Distribution Engagement
engaging with the CRM
Creating awareness amongst SP – Quality of Business
Coordination with various stake holders
M0%
Applied to Paid
WIP Clearance
Leakage
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
Desired qualification and experience
MBA/Post Graduate in Management preferred
Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service
Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies
Resolution of customer queries and requests on mail – S2D
Ensuring quality in processing and responsible for S2D-NPS score
Reduction in CXO escalation / Service Grievance
Engaging with customers at the GO & NPS score
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 & CET team. Corrective and preventive measures to be implemented to improve persistency
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 on how to engage with the customer 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 Front end and skill them.
Coaching and Developing the team to meet their goals
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 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
Office Visit once a quarter and engaging 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
Measures of Success
S2D NPS Scores > 75
S2D Simple query TAT in 1 day– 90%
Reduction in CXO escalation by 50%
NPS Scores > 90%
Customer Engagement >60%
13M Persistency >87%
25M Persistency > 85%
Engage to Retain > 50%
Freelook retention > 40%
Surrender retention > 70%
ECS retention > 40%
S2S, S2R – 100%
Applied to Paid >90%
Key Goal (Business)
Building relationship with customers thru S2D
Driving customer retention and Persistency
Meeting Business and recruitment target for the region.
Distribution engagement
Identify training needs of Front end and skilling them.
Key Relationships (Internal /External)
Collaboration with Zonal / Regional / CET
Collaboration with Distribution Team
Key competencies/skills required
Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service
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
MBA/Post Graduate in Management preferred
Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service
Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies
Business Deliverables - Issuance / WIP management /M0
Distribution engagement
Building Leadership & People Capability
Audit & Compliance
KEY RESPONSIBILITIES
Customer Engagement
Reduction in CXO escalation / Service Grievance
Engaging with customers at the GO & NPS score
13M,14M,15M & 25M Persistency
Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager CRM/ CM’S / RA’team. Corrective and preventive measures to be implemented to improve persistency
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 on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.
Identify training needs of Front end and skill them.
Coaching and Developing the team to meet their goals
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 and servicing
Traction of Applied to Paid for the region
Conducting process refreshers and process changes session with the distribution team
Responsible for M0 Overall and protection
Distribution Engagement
engaging with the CRM
Creating awareness amongst SP – Quality of Business
Coordination with various stake holders
M0%
Applied to Paid
WIP Clearance
Leakage
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
Desired qualification and experience
MBA/Post Graduate in Management preferred
Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service
Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies
Resolution of customer queries and requests on mail – S2D
Ensuring quality in processing and responsible for S2D-NPS score
Reduction in CXO escalation / Service Grievance
Engaging with customers at the GO & NPS score
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 & CET team. Corrective and preventive measures to be implemented to improve persistency
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 on how to engage with the customer 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 Front end and skill them.
Coaching and Developing the team to meet their goals
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 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
Office Visit once a quarter and engaging 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
Measures of Success
S2D NPS Scores > 75
S2D Simple query TAT in 1 day– 90%
Reduction in CXO escalation by 50%
NPS Scores > 90%
Customer Engagement >60%
13M Persistency >87%
25M Persistency > 85%
Engage to Retain > 50%
Freelook retention > 40%
Surrender retention > 70%
ECS retention > 40%
S2S, S2R – 100%
Applied to Paid >90%
Key Goal (Business)
Building relationship with customers thru S2D
Driving customer retention and Persistency
Meeting Business and recruitment target for the region.
Distribution engagement
Identify training needs of Front end and skilling them.
Key Relationships (Internal /External)
Collaboration with Zonal / Regional / CET
Collaboration with Distribution Team
Key competencies/skills required
Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service
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
MBA/Post Graduate in Management preferred
Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service
Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies
