Associate Manager – Service Recovery

From 2 to 7 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description

Roles and Responsibilities

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 longstated strategy of balanced product mix, diversified distribution, continuous product innovation and reimagining insurance through effective use of technology has enabled us to continue our journey despite
the ever-changing external environment.
Purpose of the Job:
Service recovery is a customer grievance handling unit. The touch points are IRDA complaints, PMO
office, IGMS, Branches, call centre/e-mail/chat, customer walk ins and Sr. Management escalations.
The interventions are manual in nature as the team is responsible for doing root cause analysis of the
grievances and process recovery for the key cases.
To manage customer complaints escalated to senior management received through letters & emails.
Duties & Responsibilities:
Responsible for resolving customer complaints escalated to senior management received through
letters & emails
Hand holding the customers by calling and assuring a resolution
Coordinate with internal teams to ensure the complaints are resolved in a timely manner
Deliver best in class customer experience leading to customer appreciation
Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets
RCA preparation for all the complaints. Identify gaps in existing processes and highlight to various
teams to drive improvements
Posses sound knowledge on HDFC Life Products and Process
Knowledge, Skills & Abilities:
Educational Qualification: Minimum Graduate
Work Experience – Minimum 2 years’ work experience preferably in insurance sector in customer
service.

Required Skills:

Strong domain and process knowledge,
Experience in customer service industry preferably Life insurance,
Good communication skill i.e spoken & written.




Role:Customer Success, Service & Operations - Other

Salary: Not Disclosed by Recruiter

Industry:Insurance

Functional Area:Customer Success, Service & Operations

Role Category:Customer Success, Service & Operations - Other

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

HDFC Life

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 longstated strategy of balanced product mix, diversified distribution, continuous product innovation and reimagining insurance through effective use of technology has enabled us to continue our journey despite
the ever-changing external environment.
Company Info
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Contact Company:HDFC Life

Website:http://careers.hdfclife.com