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08/07 Daphne
Deputy Manager - Talent Acquistion at HDFC Life

Views:823 Applications:489 Rec. Actions:Recruiter Actions:131

HDFC Life - Senior Manager - Service Excellence (8-14 yrs)

Mumbai Job Code: 832653

Job description:

- To nurture 'Service culture' within the organisation and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionless across the value chain

- The role involves identifying opportunities for improving customer experience across the Insurance value chain through avenues like VOC, Customer Complaints,Audits and Assurance Frameworks

- Streamlining the workable solutions to fix identified gaps by using techniques of business process engineering, automation and digital interventions, controls and Change management techniques

- Setting up Operations Management Systems and Excellence frameworks at customer facing touch points to ensure service standards are met

- Create awareness on customer experience across touch points and support them in areas of process improvement

- Institutionalize cadence and governance frameworks with stakeholders to drive the customer service agenda

- Accountability of business matrices around quality, accuracy and TATs

Candidate requirement:

- 8 years experience of service handling across banking, finance, insurance, aviation, hospitality sector

- Knowledge of life insurance domain w.r.t principles, market practices

- Understanding of market behavior, investment instruments and ability to correlate with geo-politics, socio-economic events

- Knowledge of operations, project management skills and service and assurance frameworks

- Experience of devising and delivering relevant training's, guidance, visual aids to support the development of team.

- Key skills required will be analytical ability, data management and presentation skills along with confidence and experience of managing senior stakeholders

- Desired candidate profile will be of technology projects background

- Additional desired skills are Lean Six Sigma Green belt / Black belt and familiarity with standards like ISO 9000, COPC

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

Women-friendly workplace:

Maternity and Paternity Benefits

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