JOB SUMMARY:

End-to-end management of video-based customer service operations, digital customer engagement ensuring excellent customer experience, operational efficiency, regulatory compliance, and team performance. Market conduct - 13M & 25M persistency, FIR and GIR. Retention E2R, Freelook, Surrender, ECS deactivation. Revenue generation, service to sales, service to recruitment, business deliverables - issuance / WIP management, distribution engagement, building leadership & people capability, compliance & risk management, and process improvement & innovation.

RESPONSIBILITIES:

1. Digital Customer Engagement:

- Call quality audit of digital calls taken by respective team members.

- Ensuring quality in digital calls and responsible for call quality scores.

- Reduction in CXO escalation / service grievance.

- Oversee daily operations of the video call service center, ensuring smooth and uninterrupted service delivery.

- Manage inbound video call volumes in line with business SLAs and productivity targets.

- Ensure optimal manpower planning, rostering, and capacity management.

- Drive adherence to SOPs, TATs, and service benchmarks.

2. 13M & 25M Persistency:

- Driving 0-60-day collection by calling the customers / sellers.

- Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

3. Retention:

- Engage to retain Retaining customers with mis-selling complaint.

- Freelook Retaining customers who wish to cancel the policy.

- Surrender Retaining customer who come to surrender the policy.

- ECS Retaining customers who want to deactivate their ECS payment method.

- Training and skilling the front-end team on how to engage with the digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.

4. Revenue Generation Service to Sales / Recruitment:

- Identify training needs of Digisaarthi team and skill them.

- Coaching and developing the team to meet their goals.

- Driving the team to always look for opportunity to upsell a customer once retained.

5. Business Deliverables:

- Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower.

- Traction of applied to paid for the region.

- Conducting process refreshers and process changes session with the distribution team.

6. Distribution Engagement:

- Monthly connect with the OH.

- Creating awareness amongst advisors Quality of business.

- Coordination with various stake holders.

7. Building Leadership and People Capability:

- Structured capability / competency building and succession planning.

- Retain top performers.

- Generating ideas to improve the process / systems.

- Employee engagement.

- Driving key initiatives and projects in the region.

8. Compliance & Risk Management:

- Ensuring regulatory and statutory compliance.

- Zero dilution in the process adherence.

- Coordinate with Risk, Compliance, and Audit teams for reviews and corrective actions.

- Ensure data privacy, confidentiality, and information security standards.

9. Process Improvement & Innovation:

- Identify opportunities to enhance customer experience through automation, digitization, and best practices.

- Support implementation of new tools, video platforms, and process enhancements.

- Drive change management and adoption across teams.

Measures of Success:

- Quality Scores (OA-95% / FEA-100%)

- Reduction in CXO escalation by 50%

- DNPS Scores >=94

- Customer Engagement >50%

- 13M Persistency >=90%

- 25M Persistency >=88%

- Engage to Retain >=65%

- Freelook retention >=50%

- Surrender retention >=70%

- ECS retention >=50%

- S2S, S2R 100% As per the target

- Applied to Paid >=92%

Key Goal (Business):

- Driving customer retention & persistency.

- Meeting S2S/R target for the region.

- Distribution engagement.

- Identify training needs of front end team and skilling them.

Key Relationships (Internal / External):

- Collaboration with Zonal / Regional / Digital CET, collaboration with distribution & cross functional teams.

Key competencies/skills required:

- Must have minimum 7-9 years of experience of which at least 3 years should have been spent in operations and / or customer service on a supervisory role & strong knowledge of contact center operations.

- Interpreting, analyzing data using statistical techniques for trends.

- Good understanding of CRM systems, video calling platforms, and digital workflows.

- Develop and implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.

- Proven people management and coaching capability.

- Presentation, and stakeholder management skills.

- Strong decision-making and problem-solving abilities.

Desired qualification and experience:

- Post Graduate in Management preferred.

- Must have minimum 7-9 years of experience of which at least 2-3 years should have been spent on the supervisory role in operations / or customer service.

- Experience of managing operations / or customer service.