Senior Manager Customer Connect

From 9 to 14 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:

To nurture 'Service culture' within the organization and work on projects, processes and initiatives in order to make our customer journeys simple, seamless and frictionless across the value chain.

Duties & Responsibilities:

1. Identify opportunities for improving customer experience across the Insurance value chain through avenues like VOC, Customer Complaints, Audits and Assurance Frameworks
2. Identify and work on solutions to fix gaps and work on identified improvement areas using:-
  • +D5 - Project Management,
  • Business Process reengineering,
  • Automation and Digital interventions,
  • Controls
  • Change management techniques
3. Collaborate with business owners and stakeholders to create awareness on customer experience across touch points and support them in areas of process improvement
4. Institutionalize cadence and governance frameworks with stakeholders to drive the customer service agenda
5. Be accountable to ensure business metric like quality, accuracy and TATs are achieved

Knowledge, Skills & Abilities:


Knowledge of life insurance domain w.r.t principles, market practices -Thorough understanding of systems and processes used in HDFC Life
Operations Management for call center

Required Skills:
  • Operations Management
  • Project Management
  • Service and assurance frameworks
  • Analytical Skills and Data Management
  • Presentation Skills and Executive Presence
Professional Experience:

> 10 years of total work experience
> 5 years experience of service handling across banking , finance , insurance , aviation , hospitality sector




Role:Customer Success - Other

Salary: Not Disclosed by Recruiter

Industry:Insurance

Functional Area:Customer Success, Service & Operations

Role Category:Customer Success

Employment Type:Full Time, Permanent

Key Skills
Skills highlighted with ‘‘ are preferred keyskills

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