Chief Manager - Customer Experience

Customer Experience Team is responsible for managing Customer expectations received over mail, various touchpoints like PMLI Partners 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 customers 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