Associate Manager

About the Department:

Annuity, Loan & Segments is responsible for handling High Net Worth and NonResident Indian customers, who contribute towards a majority of our business. The department takes care of all the servicing needs of the HNIand NRI customers to enrich the overall experience and create a valuable proposition. Any regulatory escalations from HNI and NRI customers are redressed by the specialized grievance team leading to a better experience and resolution.

What are we looking for?

• Front end customer interactions for policy servicing queries , requests and complaints for HNI/NRI customers
• Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
• Adherence to resolution quality parameters and ensuring Nil observations in SDA and Concurrent Audit
• Extend customer reach through outbound call for explaining FR raised, understanding email concerns & recovery of lost service grounds
• Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionaless across the value chain to prevent issues from re occuring
• Provide end to end resolution of HNI QRC within TAT
• Responsible for proactive outreach to HNi/NRI customers to help them get their payout released/PS,Maturity/Annuity processed within TAT by ensuring complaince of FR raised
• Response for outreach to customers where Maturity/Annuity/ Surrender refunds is on hold due to FR and ensure submission and process of transaction within TAT
• Responsible for reducing FR raised at Email touchpoint for seamless service delivery
• Responsible for reduction of HNI/NRI Unclaimed balance What does the job entail?
• Responsible for resolving customer queries and service requests received through email
• Ensure service interactions are dealt with promptly including service recovery
• Responsible for closing HNI Policy Servicing FR raised with TAT
• .Responsible for ensuring Maturity and Annuity credits happen to customers on due dates by co ordinating with customers and stakeholders for submission and process of requests on time
• Drive targets for ensuring HNI/NRI Unclaimed balance • Drive targets for reducing email FRs by curbing trigger of incorrect FR /Co ordinating with customer for faster closure of FRs
• Deliver best in class customer experience in the service interactions leading to improved VOC
• Identify gaps in existing processes and work with various project teams to drive improvements
• Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets

Essential conditions:

• Education: Graduation/Post Graduate
• Work exp:2+ years
• Work related skills: Knowledge of life insurance domain w.r.t principles, market practices Thorough understanding of operational systems and processes used in HDFC Life. Knowledge on MS Office. Experience on HNI Customer Handling will be an added advantage