Associate Manager – Management and HNI Desk

from 3 to 7 year(s) of Experience

Job Description

Roles and Responsibilities

  • Front end customer interactions for policy servicing queries , requests and complaints for HNI customers
  • Improve Persistency Ratio for HNI Customers
  • Improve Servicing TAT, VOC Scores and reduce Policy Servicing complaints for HNI Customers
  • Identify gaps in processes and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionaless across the value chain to prevent issues from occuring
  • Responsible for resolving customer queries and service requests received through email and call center
  • Ensure service interactions are dealt with promptly including service recovery
  • Coordinate with internal teams to ensure the requests are closed in a timely manner
  • Deliver best in class customer experience in the service interactions leading to improved VOC
  • Identify gaps in existing processes and work with various project teams to drive improvements
  • Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
  • Monitor quality of the transactions , inbound and outbound interactions
  • Improve connect with customers through engagement activity

Desired Candidate Profile

  • Knowledge of life insurance domain w.r.t principles, market practices
  • Thorough understanding of operational systems and processes used in HDFC Life
  • Knowledge on MS Office
  • Minimum 2 years of experience in customer handling role
    Experience on HNI Customer Handling will be an added advantage

Salary: Not Disclosed by Recruiter


Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Retail/Personal Banking

Role:Customer Service Manager

Key Skills

Desired Candidate Profile

Please refer to the Job description above



Doctorate:Other Doctorate

Company Profile


HDFC Life, one of India€™s leading private life insurance companies, offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC), India€™s leading housing finance institution and Standard Life plc, the leading provider of financial services in the United Kingdom. HDFC Life€™s product portfolio comprises solutions, which meet various customer needs such as Protection, Pension, Savings, Investment and Health. Customers have the added advantage of customizing the plans, by adding optional benefits called riders, at a nominal price. The company currently has 37 retail and 8 group products in its portfolio, along with 9 optional riders catering to the savings, investment, protection and retirement needs of customers. HDFC Life continues to have one of the widest reaches among new insurance companies with about 500 branches in India touching customers in over 900 cities and towns. The company has also established a liaison office in Dubai. HDFC Life has a strong presence in its existing markets with a strong base of Financial Consultants. For more information, please visit our website,
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