The purpose of the position: - To drive customer goals, digital interaction goals, customer engagement, retention and high NPS - To monitor coordinate and manage partner/ vendor management process by reporting accurate and timely performance. KEY RESPONSIBILITIES : - Identifying opportunities for self- service fully automated journey across all partners. - Identify early warning indicators for monitoring thorough constant performance measurement in the form of performance dashboards - Design transparent and simple customer journeys and ensure adequate control to ensure smooth operations. - Oversee day to day capacity planning &amp; forecasting, in accordance with organization budgets, to ensure optimum resource utilization and performance. - Promote an active learning environment for continuous upgrade of knowledge on new service techniques &amp; tools, cost management and optimization of system functionalities - Liase with Customer service team to ensure regulatory reporting's into production routines and gather constant feedback. - Ensure appropriate approval of all service strategies and tests before deployment. - Assure proper and updated documentation of all service strategies and champion/challenges test scenarios - Collaborate with all stakeholders within and across the departments including the Risk Management functions, on risk analysis and segmentationof portfolios to implement risk-based strategy for ensuring optimum controls - Driving a zero defect culture by thorough testing of scenarios with measurable outcomes and success criteria - Align pay outs and non- financial request queries and complaints of customers to the overall performance targets of the organization thus driving desired behaviour on SLA and financials - Creating &amp; managing CX/CC - Project Management - Business Analysis &amp; planning KEY SKILLS/KNOWLEDGE: - Experience in setting up new processes - Process redesign - Setting up Digital Customer Journeys - Awareness &amp; hands-on experience of new technologies - Experience in managing Transition from in-house to outsourcing model &amp; vice-versa - Creating &amp; maintaining Customer Experience Design - High levels of Customer Centricity - Excellent communication skills including negotiation skills and interpersonal skills - Excellent Vendor Management skills - Excellent Relationship Management skills to develop and forge key professional relationship across functions - Project Management Experience - Knowledge of Customer Facing / CRM technology, Call Centre or Helpdesk Technology/ IVRs/ Chat/ Bots etc Requisite: - Graduate /Post Graduate - Experience in Insurance (preferable Life) industry. About the latest 24-36 months in managerial position - Should have experience in using new technologies - Should have successfully led a medium/ small project implementation - Insurance domain knowledge would be an advantage but not a pre-requisite.

Mumbai

Aegon Life - AVP - Customer Service Operations - Digital Business Unit 

Aegon Life - AVP - Customer Service Operations - Digital Business Unit  ,Job Description for Aegon Life - AVP - Customer Service Operations - Digital Business Unit  in Aegonlife in  Mumbai for (10-15) years of experience. Apply Now!

Job Description for Aegon Life - AVP - Customer Service Operations - Digital Business Unit  in Aegonlife in  Mumbai for (10-15) years of experience. Apply Now!