Chief Manager- Customer Engagement (Axis)

Role & responsibilities

1) DRIVING OPERATIONAL EFFICIENCIES

• Weekly/Fort-nightly Governance calls/Meetings
• Monthly FWG with Bank and Distribution
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster
• MOM drive and ATR resolution

2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster)

• Weekly/Fort-nightly Governance calls/Meetings
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster and Branches
• MOM drive and ATR resolution

3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head

4) TRAINING: Train and educate bank staff on the various ops process and new initiatives and address FAQs

Desired qualifications and experience

• A Graduate/MBA
• Experience of 7-10 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:

• Good communication skills
• Customer centric approach
• Process documentation and systems approach
• Previous experience preferably in relationship management and cross functional engagement

Computer skills in using databases and office management software including spreadsheets/presentation skills.

Measure of Success:

• >90% M0 issuance and 94% M2 Issuance
• 100% Customer Service and complaint resolution within TAT
• Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%
• Customer retention and reduction in leakage (less than 6 % pre and post)
• Ops process awareness and trainings in Bank and Distribution team on ops processes and policies
• Meet the renewal / persistency targets
• Meet the Surrender retention targets
• Audit ratings of 2 or above in all internal audits