Span of control (Geography) - Call center based at Mumbai, Chennai, Kolkata &amp; Complaints Management Unit based at Mumbai Responsibilities and Key Performance Indicators 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 INTERESTED APPLICANTS CAN WHATSAPP TO MY NUMBER @ 7299993116

Mumbai

National Manager - Customer Service - Life Insurance Industry 

National Manager - Customer Service - Life Insurance Industry  ,Job Description for National Manager - Customer Service - Life Insurance Industry  in Rekrut India Consulting in  Mumbai for (15-25) years of experience. Apply Now!

Job Description for National Manager - Customer Service - Life Insurance Industry  in Rekrut India Consulting in  Mumbai for (15-25) years of experience. Apply Now!