07/01 Ananthi Prasad
Senior Manager at Rekrut India Consulting

Views:353 Applications:105 Rec. Actions:Recruiter Actions:5

National Manager - Customer Service - Life Insurance Industry (15-25 yrs)

Mumbai Job Code: 879697

Span of control (Geography) - Call center based at Mumbai, Chennai, Kolkata &

Complaints Management Unit based at Mumbai

Responsibilities and Key Performance


Key Responsibilities

- Call center management

- SLA and Productivity management at Inbound nd Outbound Contact Center

- Email process management

- Complaints management unit - tracking and resolution of escalated complaints

- Compliance to regulatory guidelines

- Liaise with internal stakeholders including,

Sales, Risk, Compliance, IT etc.

- Explore automation opportunities to improve customer satisfaction and/or improve efficiencies

- Analyse complaints to identify root causes and initiate corrective actions

- Measure Customer Feedback at touchpoints and take appropriate actions to improve the same

- Manage the customer communication engine for post issuance communication

MIS and Reports:

- Complaints Ratio

- SLA for touch points such as Call Center / Email etc.

- TAT adherence reports

- Pending actionable reports

Internal - Sales teams

- Branch Ops

- Policy Servicing

- Legal, Risk and Compliance

- Marketing

External - Call Center Vendors

- Communication Vendors

Who can apply

- Previous experience of handling complaints / escalations handling a team of min 12-15 members

- Min 15 years of experience

- Financial Services background preferred

- Proven ability to work with cross functional teams


Women-friendly workplace:

Maternity and Paternity Benefits

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