Senior Manager – Service Recovery

From 8 to 13 year(s) of experience
₹ Not Disclosed by Recruiter
Mumbai
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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 Role:

i. Take full ownership of resolving customer escalations received by Top Management and EC member/s or shared by Regulatory officials and GRO

ii. Manage high level escalations, create urgency to resolve.

iii. Taking responsive action to regain confidence and bring order, structure, and focused management attention to the customers problems in order to gain complete customer satisfaction

iv. High level communication with customers and internal leadership on all escalations from engagement to resolution.

v. Ensure continued business by developing a strong customer service program.

Duties & Responsibilities:

  • Prioritize and simulate escalations to ensure visibility, traction and end to end closure with a prompt turnaround time.
  • Establish correct expectations, enforce relief and resolve through effective communication.
  • Review, dip into the root cause for all escalations and collaborate with cross functional stakeholders on product defects, process gaps and build a prompt mechanism to fix them and improve continuously with service delivery teams.
  • Monitor, identify, manage and record escalation trends. Publish required dashboards in a timely manner
  • Assess impact of any regulatory and compliance advisories received from IRDAI and promptly seek attention of required stakeholders for a quick action and response
  • Managing team who handles customer escalations and resolves grievances escalated to IRDAI, GRO, Chief GRO, Prime Ministers Cell, National Consumer Forum and Legal from the Channel Partners.
  • Manage Teams productivity and quality as per defined business standards.
  • Team motivation and engagement, Training and Development of individuals.
  • Additionally take lead on projects which create a high impact on CX, customer/frontline empowerment

    • Work Experience :

    Overall 7 to 10 years of relevant work experience in managing Grievance and Escalations in a Life Insurance Company

    Including 2 year minimum into Team Handling and Floor Management

    Required Skills :

  • Proficient in Handling task/s effectively in scheduled time.
  • Effective Communication
  • Problem solving ability
  • Capable of achieving results which depend on internal collaboration
  • Meeting service levels
  • Team Management, Retaining members
  • MS-Excel, Power points
  • Data Management




    • 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:Part Time, Permanent

    Key Skills
    Skills highlighted with ‘‘ are preferred keyskills

    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 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

    Website:http://careers.hdfclife.com