Senior Manager - Customer Service - Resolution Centre - Life Insurance

Senior Manager - Customer Service - Resolution Centre - Life Insurance Company - Gurgaon

Company Profile - Life Insurance Company

Our Client is one of the world's largest banking and financial services groups - It has an exclusive access to around 60 million customers and a network of over 6000 bank branches of its corporate agents and around 12000+ Team in 27 Pan India Offices with HO in GURGAON

Role Title : Senior Manager - Customer Service - Resolution Centre.

Qualification : BA/BS /Post Graduate (Masters) From Reputed University.

Location : Sohna Road, Gurgaon

Cab Facility - Yes - All Over Delhi/NCR

Excellent communication skill. (English Must)

Experience : 10+Yrs.

KRA's :

- Candidate must be from Insurance Industry.

- Should have experience in handling teams for Inbound/Outbound calling.

- Should have good knowledge of SLA, SOP, Regulatory guidelines,

- Should have experience of managing IVR, dialer, Scorecard,

Job Profile :

- The job holder will be responsible for the overall direction and management of Customer Services to meet customer service standards of the company by ensuring optimum customer service to 3.5 lacs existing clients along with ~5000 distributor bank branches at Pan India level and ensure that - Customer First- culture is imbibed.

- The role holder will head contact center operations and manage customer interactions across multiple media like inbound and outbound calls, SMS support, Website and E-mail servicing .

- He/She needs to have multitasking abilities to handle multiple LOB's.

- This role holder will also play a critical part in ensuring the quality of sales and assessing customer understanding of the proposition being offered at policy log in stage.

- He/She will be responsible for enhancing customer awareness and educating customers on value of insurance proposition.

Apply with Word Format CV With The Following Details :

Current CTC:
Expected CTC:
Notice Period :
Current Location :

Sahil Makker
01145873775/8743000320