Senior Manager - Customer Experience

Job Description

Position

SM - Customer experience- 2 positions

Incumbent

Department

Operations (FLG)

Function

CX

Reporting to

AVP- CX

Band

4B

Location

Gurgaon HO

Team size (Direct/Indirect)

N/A

JOB SUMMARY

Customer experience works with the Operations, Technology and marketing teams within Max Life. This team manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective, NPS for FLG and customer engagement related initiatives. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.

Transformation office: There are various projects and initiatives that each of the various functions within the fulfillment group (FLG) and Digital/Tech are working on - some of which are of strategic importance at the org./CEO level. These projects need to be managed centrally for FLG such that the (CEO - 1) level of governance is effective in ensuring deliveries on these projects.

Capex management: Technology and Digital are strategic growth pillars for Max Life while Operations ensure running an efficient and profitable organization. The team helps Max Life run cost efficient operations, arrive at the right strategic decisions wrt Capex, identifies the projects that deliver the biggest impact, and is the gatekeeper of all the spends. Regular capex reporting, collaborating with digital for track management, identification of cost saving initiatives and its execution is done by this team.

Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances.

Customer engagement- This team also centrally manages engagement initiatives like- Detractor calling, DNPS insights and grievances, RNPS in sighting, customer engagement initiatives

KEY RESPONSIBILITIES

• Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment
  • Work with function heads to own specific initiatives and work with CFTs to deliver these
  • Give CX perspective on key customer journeys
  • Management of communication related issues, DNPS, service recovery and NPS insighting
• Partner in creation of our customer centricity roadmap and reduction of customer concerns
  • Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA
  • Identify gaps and work with FLG units on closure of these process/tech items

General expectations w.r.t the role

• Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer experience items, comprehensively to senior management along with FLG leaders
• Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life s business problems.

MEASURES OF SUCCESS

• Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
• Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
• Successful archival of knowledge and dissemination of it across business functions
• Positive feedback and appreciation from business owners and decision makers.

KEY COMPETENCIES/SKILLS REQUIRED

• 4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firms
• Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
• Ability to work with cross functional teams; strong networking and inter personal skills
• Detail oriented, organized, critical thinker with strong work ethics
• Excellent communication skills and a thoughtful, persuasive personal style.
• Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.
• Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
• Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
• Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
• Life insurance experience a plus, but not mandatory

Desired qualification and experience

• Management Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firms
• Life insurance experience a plus, but not mandatory

Job Description

Position

SM - Customer experience- 2 positions

Incumbent

Department

Operations (FLG)

Function

CX

Reporting to

AVP- CX

Band

4B

Location

Gurgaon HO

Team size (Direct/Indirect)

N/A

JOB SUMMARY

Customer experience works with the Operations, Technology and marketing teams within Max Life. This team manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective, NPS for FLG and customer engagement related initiatives. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.

Transformation office: There are various projects and initiatives that each of the various functions within the fulfillment group (FLG) and Digital/Tech are working on - some of which are of strategic importance at the org./CEO level. These projects need to be managed centrally for FLG such that the (CEO - 1) level of governance is effective in ensuring deliveries on these projects.

Capex management: Technology and Digital are strategic growth pillars for Max Life while Operations ensure running an efficient and profitable organization. The team helps Max Life run cost efficient operations, arrive at the right strategic decisions wrt Capex, identifies the projects that deliver the biggest impact, and is the gatekeeper of all the spends. Regular capex reporting, collaborating with digital for track management, identification of cost saving initiatives and its execution is done by this team.

Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances.

Customer engagement- This team also centrally manages engagement initiatives like- Detractor calling, DNPS insights and grievances, RNPS in sighting, customer engagement initiatives

KEY RESPONSIBILITIES

• Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment
  • Work with function heads to own specific initiatives and work with CFTs to deliver these
  • Give CX perspective on key customer journeys
  • Management of communication related issues, DNPS, service recovery and NPS insighting
• Partner in creation of our customer centricity roadmap and reduction of customer concerns
  • Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA
  • Identify gaps and work with FLG units on closure of these process/tech items

General expectations w.r.t the role

• Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer experience items, comprehensively to senior management along with FLG leaders
• Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life s business problems.

MEASURES OF SUCCESS

• Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
• Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
• Successful archival of knowledge and dissemination of it across business functions
• Positive feedback and appreciation from business owners and decision makers.

KEY COMPETENCIES/SKILLS REQUIRED

• 4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firms
• Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
• Ability to work with cross functional teams; strong networking and inter personal skills
• Detail oriented, organized, critical thinker with strong work ethics
• Excellent communication skills and a thoughtful, persuasive personal style.
• Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.
• Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
• Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
• Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
• Life insurance experience a plus, but not mandatory

Desired qualification and experience

• Management Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firms
• Life insurance experience a plus, but not mandatory