Manager Customer Connect

From 7 to 12 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 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:

Manage Customer Call centers for Customer query resolution and increasing NPS score.
Driving efficiency and operational metrics across all partners
Simplification / Standardisation of processes using RCA, Digital, BPR and Project Mgt. interventions
Manage risks and audits while ensuring business continuity
Play a role in creating visibility and positive customer sentiment in the larger ecosystem
Grooming and maintaining a highly engaged team.

Duties & Responsibilities:

• Leading Call centers aligned with customer service and query handling
• To analyse trends of customer complaints and service request for improving customer service and experiences
• Analyzing on overall call center performance and identify Training and Quality requirements for the centers
• Data Analytics to identify call center performance, service quality and productivity .
• Regular reviews with Call center Partners to Track Performance & Insights on areas of improvement
• Handling Customer Escalation & minimizing customer Complaints.
• Critical Insights through MIS& Related Management Dashboards.
• Ensure Timely Audit & Compliance to all Legal & Regulatory norms
• Provide support to improve overall Customer connect & Lead & Drive projects along with Call center and BS&T Teams.
• Conduct Research on improving the process efficiency and recommend changes
• Vendor Management & Related Compliance.

Knowledge, Skills & Abilities:

• Sharp prioritization & delegation while Working with multiple priorities
• Competitive, Market Intelligence
• Excellent writing skills & Sharp articulation of ideas
• Effective verbal and written communication skills
• Presentation skills - the incumbent will be required to address different forums including management
• Team management skills to effectively manage onroll and outsourced teams
• Should have skill set for effective Cross Functional Communication and synergy.
• Customer Centricity




Role:Customer Success Manager

Salary: Not Disclosed by Recruiter

Industry:Insurance

Functional Area:Customer Success, Service & Operations

Role Category:Customer Success

Employment Type:Full Time, Permanent

Education

UG:Any Graduate

Company Profile

HDFC LIFE INSURANCE COMPANY LIMITED

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.

Company Info
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Contact Company:HDFC LIFE INSURANCE COMPANY LIMITED

Website:http://careers.hdfclife.com