12/04 Kinnari Barot
HR at HDFC Life

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HDFC Life - Deputy Manager - CRM - Call Center (3-8 yrs) Premium

Mumbai Job Code: 686402

Purpose of the job:

1. Drive a contact center to generate revenue by offering loan against policy

2. Drive a contact center to ensure smooth verification and issuance of annuity plans to superannuating customers

3. Build platforms using which HDFC life policies can be sold to Partners' customers via the tele route

Duties & Responsibilties:

Offering Loan Against Policy:

About the business: Offering loans against policies to existing policyholders by calling them out from the call center.

Main duties are as follows:

1. Ensure that the contact center has adequate data to dial every month

2. Plan incentives, forecast the head count and approve the bills of the contact center

3. Train and provide the required accesses to the contact center agents

4. Review and track business on a periodic basis

Group Annuity Business:

About the business: Group sales team convinces the customer to purchase HDFC life annuity plans and passes on the lead to the CRM team which then verifies the details of the customer on call (via contact center) and logs in the case in TEBT and then follows up with the HubOps team to ensure conversion.

Main duties are as follows:

1. Facilitate portal development to manage the workflow better

2. Manage exceptions and escalations from the field

3. Liason with the group sales team, Hub ops and the contact center to ensure smooth verification and conversion of policies

Tele-sales business:

About the business: Partner convinces their customers to buy HDFC Life insurance policies which are then verified, logged in system and converted by the CRM team

1. Onboard new partners

2. Coordinate with the IT team to customize the existing platform for the new partners

Women-friendly workplace:

Maternity and Paternity Benefits

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