Assistant Vice President - Customer Engagement (Agency)
AxisMaxlife
Job TitleZonal Officer – Customer Engagement TeamLocationBranch NameDepartmentCustomer Engagement TeamFunctionOperations - AgencyReporting toFunctional Head - CETBand3JOB SUMMARY
Service Excellence
Driving Transformation thru Tech/Digi and Process redesign
Revenue Generation Customer retention
Distribution engagement
Building Leadership People Capability
Audit Compliance
KEY RESPONSIBILITIES
Service Excellence
Resolution of customer queries /requests Complaints
Ensuring quality in processing and responsible at frontend across branches
First time right
Engaging with customers at the GO DNPS scores
Customer Retention
Grievance retention – Retaining customers with mis-selling complaint
Freelook – Retaining customers who wish to cancel the policy
Surrender – Retaining customer who come to surrender the policy
ECS – Retaining customers who want to deactivate their ECS payment method
13M 25M Persistency – Driving 60 Day, 90 Day Customer engagement
Driving Transformation
Revenue Generation – Service to Sales / Recruitment / P@S
Identify training needs of Front end and skill them.
Coaching and Developing the team to meet their goals
Always look for opportunity to upsell a customer once retained.
Distribution Engagement
E2G – Connect with the Top advisors to address their challenges
Creating awareness amongst Advisors – Quality of Business
Coordination with various stake holders
Traction of Applied to Paid – FTR for the zone
Conducting process refreshers and process changes session with the distribution team
Market conduct
Building Leadership and People Capability
Structured capability / competency building and succession planning
Retain top performers
Generating ideas to improve the process / systems
Employee engagement
Driving key initiatives and projects
Quality Innovation and Digital Saviness
Drive quality culture in the team – YB, GB, BB Projects
Encourage team on process re-engineering to solve customer impact
Drive innovation and Digi Savvy WoW
Audit Compliance
Ensuring regulatory and statutory compliance
Zero dilution in the process adherence
Measures of Success
Reduction in Grievance by 50%
Reduction in CXO escalation by 50%
DNPS Scores 95
13M Persistency88%
25M Persistency 84%
Engage to Retain 50%
Freelook retention 50%
Surrender retention 70%
ECS retention 50%
Upsell and Recruitment – S2S and S2R
Applied to Paid91%
Key Goal (Business)
Grievance CXO reduction
FTR
Persistency
Driving customer retention
Building relationship with customers thru S2D
Distribution engagement –E2G
Retention of resources - Identify training needs of Front end and skilling them
Meeting Business deliverables
Key Relationships (Internal /External)
Collaboration with Zone / Regional / CFT / CET
Collaboration with Distribution Team
Key competencies/skills required
Must have minimum 12-15 years of experience of which at least 5 years should have been spent in Operations handling large multicity branches (life insurance)
Interpreting, analyzing data using statistical techniques for trends
Good presentation skills
Inter personal skills and conflict management is an inherent need for role fitment