03/12 Rajdeep Singh
Principal Consultant at Jubilant HR Consultant

Views:2393 Applications:229 Rec. Actions:Recruiter Actions:9

Assistant Vice President - Customer Experience - Life Insurance (8-15 yrs)

Mumbai Job Code: 640200

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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