Job Description

Job Position : CM/AVP

Department : Operations

Function : Operations- Customer Retention

Reporting To : CVP Customer Retention & POS

Team Size : 200

Location : Gurgaon

About Client : largest non-bank private-sector life insurer in India. It was founded in 2000 after the liberalization of the insurance sector in India and its operations began in 2001. Headquartered in New Delhi.

Job Role: This position will be responsible for building & growing SPARC (Service Points As a Revenue Channel). The channel will have online and offline fulfillment model which involves a centralized call center to close online sales and a field team to close all offline sales. He/She will play a crucial role in driving business objective of creating a 600 cr channel in next 2-3 years with a sustainable growth. This involves working with various channel & function heads and their teams to design the approach of tapping into all possible customer touch points and subsequently implementing this approach.

Job Responsibilities :

A. Primary owner for lead generation at all touch points

- Develop strategies to monetize each customer touchpoint customizing the approach basis the customers need that will give highest conversions

- Work closely with cross functional teams to design process for lead generation and transmission

- Design & deploy proactive strategies to achieve best in class outcomes in sales fulfillment on conversions & experience

- Execute on the defined strategies

- Manage vendor relations through feedback, inputs and innovation

- Achieve lead generation target from each touch point

B. Primary owner for lead conversion (online & offline) :

- Manage lead conversion call center for online sales.

- Device strategies to improve conversion rates and efficiency

- Deploy appropriate incentive schemes to improve conversion rate and efficiency.

- Review and enhance performance of each contact-center

- Manage field sales team for offline sales, work closely with HR & training team for proper on-boarding, training and certification.

Meet online & offline sales target

C. Drive continuous evolution of processes to enhance customer experience

- Work closely with cross-functional teams for improving the underlying service process and thus improve lead funnel efficiency and customer experience

- Work with the Chief Underwriter and other stakeholders to create a frictionless and exclusive experience for existing customers

D. Drive strategic planning, managing financial risks, cost center budgeting and finance

E. Control and compliance

- Design & implement and execute processes to ensure compliance with regulatory guidelines and audit department performance against the same

- Give recommendations for modification of existing processes based on customer complaints, feedback and analysis of the same

F. People management & capability building

- Monitor employee performance and provide coaching, training whenever necessary

- Design and deploy effective interventions including R&Rs to grow sales and conversions

- Manage attrition within reasonable limits for field sales and call center team

Skills Required :

- Customer service management & call center management

- Stakeholder management - ability to influence functional / department heads and take decisions

- Business partner management

- Strategy & business planning

- Training &development

- Insurance domain knowledge would be an advantage

- Ability to inspire teams that do not directly report to him / her

Desired qualification and experience :

- Graduate /Post Graduate in Management

- Must have a minimum of 8+ years experience.

- Experience in managing insurance sales, fulfillment process & outbound call center.

- Knowledge of dialers and calling campaigns, and cross-functional expertise of managing call center solutions

- Experience in call centre operations, back-end processes and customer service, client relationship processes in BFSI / BPOs is preferred

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.