HDFC Life - Senior Manager - Service Excellence

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