Assistant Vice President - Customer Experience - Life Insurance

Our Client is a well established Life Insurance Company. Established in 2011, the company is part of India's leading diversified financial services organization.

Role: AVP_Customer Experience

- The job holder will be responsible for qualitative initiatives for managing customer service and communications

- Partnering with contact center, analyzing top customer issues & devise initiatives to reduce calls/emails at the Contact Center

- Responsible for Quality initiatives for the entire Operations with a view to augment contact management for the customer and inculcate proactive servicing to the customers through FTRs, pre-empting consumer requirements & creating an omni-channel architecture

- Preferably from the financial industry background and with prior experience in call center, vendor management and campaign management. This is a target oriented profile and therefore the person should be used to working under high pressure situations

- Review and refresh customer journey mapping & customer life cycle management for a seamless customer experience

- Responsible for HNI/SHNI differential servicing norms

- Promote self-help and convenience to customers in the way they interact with our services

- Responsible for all communication quality (inbound and outbound) across all enabler channels

- Responsible for Company wide Customer experience management which includes seeking insights from customer visits and call listening through engagement with the Exco team

- Responsible for service quality; call & email quality monitoring setup

- Strong verbal communication and email drafting skills

Key Responsibilities :

Managerial Responsibilities:

 - Responsible for Customer TNPS & ENPS initiatives

- Reduction of repeat interactions across touch points

- Proactively identify redundant interactions and create proactive interventions to reduce calls at the contact center

- Promote self-help through use of website, chats, apps

- Proactive identification of customer pain points or requirements and remediation

- Responsible for Quality & Contact Center FTR

- Oversight of drafting of sms, call, email scripts and templates for the company

- Responsible for budgeting, rostering, forecasting and Workforce management activities

- Undertake cost optimization activities

- Promote key metrics through formulation and execution of incentive plans

- Creation & updation of a knowledge repository for all centralized touch points

- Enable automation for repeat and redundant activities to reduce processing time

- Responsible for training interventions, both task and soft skills related

- Enable ease of understanding in customer communications

- Responsible for managing new channels such as WhatsApp for Business

- Augment ENPS scores by taking relevant initiatives

Functional Responsibilities - Regular interaction with Contact Center/Email management, Communications & Operations team to ensure key understanding of customer issues and effective closure.

- Should possess strong verbal & written communication skills as this profile involves dealing with various stake holders