Star Union Dai-ichi Life Insurance - Senior Manager - HNI Servicing - Service Differentiation

Role Title: Sr Manager - HNI servicing - Service Differentiation

Department : Customer Experience

Designation :Sr Manager

Objective:

- To strategize and formulate the differentiated service plan across customer life cycle for HNI and Alpha Customers

- To implement the differentiation plan through coordination with both pre and post issuance teams across all touch points

- Alignment of segregated customer handling program to the overall service strategy

Responsibilities:

- Responsible for outlining the approach on handling of HNI customers across various touch points

- Deploy mechanism of differentiation in handling of HNI(Platinum) and Alpha branch customers

- Devise targeted communication across the policy life cycle for such customers

- Treatment across all stages both pre and post issuance to be mapped along with service metrics

- Monitor and enhance the experience for such customers by way of differentiation in handling.

- Be the owner of the customer segment on all operations and service related aspects

- Liaise with various stakeholders - sales, ops, IT, Marketing and bank branches on deploying new methods and modes of servicing

- Empanel vendors and manage to derive servicing related outcomes through them towards HNI segment

Skills required:

- Ability to plan, analyse and deploy projects.

- Good Communication and presentation skills.

- Exposure on running projects and ability to liaise with multiple stakeholders in ensuring delivery

- Proficient in MS Excel, Power Point, Word, and other MS - Office tools.

- Experience in MIS/ various reports preparation for management

- Good co-ordination and people influencing skills.

Education & experience required:

- Graduate - Any Discipline, Preferably having a Master's Degree or Diploma in Management

- Insurance Certification will be an added advantage

- 10+ years of experience of which at least 3-5 years in running loyalty, Service differentiation programs in financial companies