Chief Manager Customer Engagement(operations) Job in Talent Leads Hr Solutions Pvt Ltd

Roles and Responsibilities

Customer On Boarding

ECS / eNACH registration

Collection / (MFYP/Persistency)

Customer Service

Agent On Boarding

Audit Support to Channel

New Office Setup

Induction / Training

S2S/S2R

S2D

Key Actionables:

Customer On-boarding

Login support to GO for any challenge faced by distribution or field ops team.

WIP Management

o Resolution of IT Issues

o WIP Con-call for maximum conversions and GO Bucket Movement

o WIP MIS updates

o Coordination and closures of discrepancy/ requirement challenges faced with respect to occupational hazard, counter offer etc.

o URMU cases clearance

o Aligning PI and UW team on NB processing.

o Business Leakage closure in coordination with Distribution team.

ECS/NACH Registration

Tracking of registration E2E

Coordination and closure of specific issues like priority registration, delay & rejections.

Highlighting any bottle necks and creating mistake proofing around that.

Collection (MFYP / Persistency)

Supporting ECS Team with base data and to raise debits on specific dates

Managing transactional issues

Managing Manual Debits for all bounced cases

Handling and closing disputes raised by distribution

Customer Service

Supporting CS/Grievance team on closure of complaints or escalations

Pro-active intimation to Distribution on free look cancellation requests logged for APC, to enable them to initiate retention, if possible

Agent On-boarding

Recruitment WIP updates

Addressing issues faced by field on URN generation

Addressing Online Training and AML Training Issues

Supporting on coding issues.

Support on AML Refresher and ULIP Certification update in system.

Audit Support to Channel:

Supporting on Audit Observations closure

New Office Setup:

GO Code creation coordination

Agent Counselor ID Setup and creation

Coordination with facility for office setup and supporting distribution team to sort issues.

Coordination and closure of IT Asset Allocation (Laptop and Desktop)

Induction / Training:

Regular training and reiteration to OH and BDMs on FTR

Operations Prospective Session in Induction Program of Office Heads and BDMs

Service to Sales / Recruitment

Achieve Revenue Target Service to Sales

Always look for opportunity to upsell a customer once retained.

Service to Delight

NPS tracking of S2D helping team to achieve targets

Key competencies/skills required

Must have a minimum of 5-6 years experience, of which at least 3 years should have been spent in Operations and / or Customer Service

Interpreting, analyzing data using statistical techniques for trends

Acquiring data from primary and secondary sources and maintaining databases

Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.

Desired Candidate Profile

Desired qualification and experience

MBA/Post Graduate in Management preferred

Must have a minimum of 8-12 years experience, of which at least 3-5 years should have been spent in Operations and / or Customer Service

Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies