TATA AIA - AVP - Customer Service

Assistant Vice President - Customer Service

COMPANY NAME- TATA AIA LIFE

LOCATION- MUMBAI HEAD OFFICE

Job Function - Operations

Department -Operations Customer Service

Designation - AVP-Customer Service

Role Definition - Customer Service Head

Employee category - Support

Career Level - AVP - Customer Service

Reports to - Vice President - Operations

Supervises - Direct -Team of 6 Senior Managers & Managers

Geography Covered - All Branches PAN India. Interactions with customer through all touchpoints

Qualification

Essential: MBA/Post Graduate. Communication ability (written and verbal), exception handling skills, product and process knowledge

Experience - 7-10 years experience

- Customer interfacing roles in Services Industries

Stakeholders -

Internal

- Other Operations vericals, Distribution Channels, F&A. L&C and IT

- Stakeholders

External

- Customers,

- Agents

- Ombudsman

- IRDA

- Third Party vendors/Service providers

Role Classification

Strategic: Operational = 70:30

Job Description

- Manage the independant verticals of Grievances Handling, Inbound Call center, Inquiry Handling and projects

- Achieve and better the benchmark SLAs on complaint and Customer query resolution

- Manage SLAS & productivity for Inbound call center.

- Identify opportunities for improvement in Customer service across touchpoints and Operations processes

- Identify opportunities for customer engagement

- MIS & Reporting to senior management

- Improvement in qualify of customer interactions

- Promote Self service as way of life across all customer touchpoints

- Improvement in C-Sat scores"

Decisions / Approval limits NA

- Operational expense accountability Lies with the vertical head

- Assessment parameters Depending on overall service delivery to the customers

Role specific comments / role complexities

- Need to have good communication and presentation skills and be able to provide innovative solutions.

- Being able to constantly improve processes and run improvement projects

- Multitasking

Career progression

- Vice President - Operations

- Career progression - lateral - POS, Zone Operations, Products

- Accelerated growth schemes - Not Applicable

- Career level promotion - Appraisal / Target based - Appraisal

- Incentive Classification - Bonus

Interested candidates can sent their updated resume mentioning the below details

CURRENT COMPANY-
CURRENT CTC-
CURRENT LOCATION-
NOTICE PERIOD-

To apply, please click on the button below.