Chief Manager - Customer Experience

Position: Chief Manager

Location:Gurgaon

Department: Operations /Customer Service

Function:Customer Experience

Reporting to: GM- Customer Experience

Context & Role:

Customer Experience Team is responsible for managing Customer expectations received over mail, various touchpoints like PMLI Partner’s location /India service ID/Sales /Branch/Regulators & other Forums. We are also responsible for providing operational support to business partners like AMEX, PNB, JKB, KBL etc. through dedicated team. We also partner with Legal function in addressing customer’s concerns raised through litigation /statutory forums like Ombudsman, CDRF etc. and support by providing details analysis and synopsis to defend the cases in the court of law. We have dedicated SPOC to manage Senior Leadership Escalations along with identification of opportunities for enhanced customer experience through structured Root Cause Mechanism.

Another key aspect of the role is to reduce customer complaints and grievances. Ensure that the targets related to Complaints Ratio are within planned limits. Drive the stakeholders for enhancing customer experience and reducing both Operations and Sales Complaints.

Ensure all regulatory and internal reporting are done timely and effectively. The team is responsible for sharing analytics and insights with management to take decisions wherever needed.

For above mentioned vacant position we are looking for a candidate with hands On knowledge of managing the Customer Grievance Process/Email Management Process along with knowledge of regulatory guidelines impacting Customer Grievance of Insurance Company. The candidate should have Good knowledge of Excel/ Power Point and eye for an details to manage the complexities and regulatory aspect associates with the process Key Responsibilities:
The Key Responsibilities Includes:

• Strategy and Analytics: Candidate should have a strategic bent to understand the cause of complaints. Perform analysis and track trend to come up with meaningful insights. Should be able to take initiiave and actions and drive stakeholders in line with Mission Zero Complaints

• Team Management : Leading a diverse team of people across, taking care of multiple functions from handling Escalations, regulatory requirements, to responding emails, promptly handling customer concerns

• Customer Emails/Escalation Management:

 Daily Tracking of Customer Emails in CRM
 Ensure timely allocation of Emails
 Daily Productivity Tracking of each team member
 Timely Acknowledgement/Resolution of Customer Emails as per regulatory Guidelines
 Timely review of control MIS/Report to avoid Process non adherence/identify Red Flag

• Adherence to Regulatory Guidelines as per the PPI Policy of IRDAI 2017 related to customer complaints

• Managing Audits (IRDAI, Internal Audit, CRMP)

• Engagement with Central Functions to resolve any gaps/fulfil requirements vital for ensuring superior customer experience(RCA)

• Participate in coaching, reviews and training assessments of team in conjunction with other functions, to enhance productivity & quality

• Assist in fine-tuning and implementation of Policies and Procedures.

• Automation and continuous improvement in CRM and implementation of digital Initiatives

Measures of Performance:

• Complaints Ratio/ Industry Ranking

• Team Productivity & Quality

• Adherence to Regulatory TAT

• Audit Scores

• Analytics and sharing insights with stakeholders and management

• Timely Delivery of Regulatory MIS/Requirements

• Driving Complaints Reduction

• Taking initiatives towards automation to bring in efficiency in tasks

Desired qualifications and experience:
Graduate/PG in any discipline with working experience of 10-15Yrs in Customer Service Role
Experience of managing the Email Management Process/Customer Grievance Life Insurance experience Mandatory.
Should have held managerial position for 2-3 Yrs.

Knowledge and skills required:

• Strategic mindset and good in analytics
• Good communication skills both written & verbal.
• Strong interpersonal skills
• Knowledge of Excel/ Knowledge of PowerPoint Preferred.
• Experience in managing a team of 25- 30 people.