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21/01 Priti Goyal
Founder at Serving Skill

Views:2193 Applications:410 Rec. Actions:Recruiter Actions:39

Head - Customer Service & Claims - Life Insurance (15-20 yrs)

Mumbai Job Code: 1209827

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

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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