Associate Manager – Service Recovery

Roles and Responsibilities

Job Description: Associate Manager – Service Recovery

About HDFC Life:

HDFC Life, one of India’s leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

Purpose of the Job:

Taking responsive action to “recover” lost or dissatisfied customers and convert them into satisfied customers and ensure business by developing a strong customer service program.

Roles and Responsibilities

1. Responsible for resolving customer queries and service requests received through email
2. Ensure service interactions are dealt with promptly including service recovery
3. Coordinate with internal teams to ensure the requests are closed in a timely manner
4.Deliver best in class customer experience in the service interactions leading to improved VOC
5. Identify gaps in existing processes and work with various project teams to drive improvements
6. Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
7.Monitor quality of responses whether First time Right in providing resolution have been followed
8.Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution

Candidate Requirement

Minimum 2 + yrs of experience with knowledge of Insurance domain and customer servicing background

Minimum qualification- Graduation

Strong Knowledge of Insurance Process & Operations