Head - Customer Service & Claims - Life Insurance

Head - Customer Service & Claims - life Insurance

Group Company :

Designation: Head - Customer Service & Claims (700169)

Office Location:

Years of experience: 15 to 20

Salary Range: INR to (Annual)

Position description:

Job Purpose : To manage customer service operations and ensure the quality of delivery and achieve defined Service Delivery Matrix.

Key Responsibilities :

- To monitor, review customer service operations activities and give strategic direction

- To monitor Servicing Team Performance on Processing TAT, Quality Dashboard Metrics

- To Manage Servicing Activities as per documented Customer Servicing Processes and ensure Compliances

- To ensure reporting as per IRDAI pertaining to Policy Servicing, grievance etc

- To ensure business process risk are identified and mitigated

- To ensure information security at outsourced vendors and prevent data leakages by monitoring process on ongoing basis.

- To ensure all expenses are within the approved annual operating plan

- Total Headcount (Direct) Supervised: 6

- Total Headcount (Direct / Indirect) Supervised: 19

Specific Authorities (Financial & Non Financial) :

- Authorize to approve grievance IRDAI report

- Authorize to approve business expenses as per Company grid

Key Performance Indicators :

- NPS > 50%

- Policy Service TAT = as per regulator = 100%

- Grievance TAT = as per regulator = 100%

- Annual Operating plan (variance) < 5%

Job Requirements :

Qualifications : Graduate / Post Graduate in any discipline

Functional Competencies :

- Call center Processes, COPC certification

- Workflow systems e.g. Life Asia, Ingenium & CRM

- Knowledge of planning and controlling the budgets and ensure variance is within the tolerance

- Demonstrate a comprehensive knowledge of regulatory guidelines and ensure adherence to the same

Behavioral Competencies :

- Demonstrate ability to understand and anticipate customer's need

- Ability to innovate and drive change

- Conflict management skills

- Team management skills & Collaborative Working

Key Interactions :

Internal :

Sales & Channel Partners: To resolve Service and Grievance related issues; To monitor training of call center staff on Systems/Process requirements in respective to resolving customer queries, requests and Grievances

Ops HO: To resolve discrepancies with respect to New Business, Persistency, Claims; To resolve escalation issues with respect to customer servicing

Business Team (IT, Risk, UW, MIS, Legal, Third Party Vendors etc): To seek clarification for specific issues related to Systems, Policy, Guidelines etc

External :

Statutory Auditors: To provide requisite evidence to statutory auditors for policy servicing related documents/data etc.

Regulatory Auditors: To provide requisite evidence to regulatory auditors related to Policy Serving and Grievance report

Third Party Service Providers: To provide requisite support for printing and dispatch of policy & Non Policy related documents and data