Description :

Position Customer Service Manager - SPARC

SPARC (Service Points As a Revenue Channel)} Incumbent New

Department : SPARC Function SPARC Sales

Reporting to ZCSM (Zonal Customer Service Manager) - SPARC Band 4

JOB SUMMARY :

Introduction: SPARC is a new initiative aimed at leveraging service touch points with existing customers to generate new sales. We currently have a service-to-sales (S2S) model in place for walk-in customers at our branches. However, there are many other instances and touch points, where we interact with our customers, which are not leveraged for generating sales - such as financial payouts, service request, premium reminder calling etc. Total volume of such touch points is ~3-4 lacs per month hence there is enough revenue potential in these touch points due to which SPARC has been conceived.

This position will be responsible for managing, developing & supervising the team with a key focus on revenue generation, customer service, retention and sales through relationship building.

KEY RESPONSIBILITIES:

A. Drive Revenue through Cross sell / Up sell

- Ensure team works on every lead allocated from HO team

- Drive productivity measures like lead to conversion ratio.

- Supervise daily activity plan of team & setup governance mechanism

- Undertake join field work with team to demonstrate successfully financial planning skills.

- Ensure 100% training/certification of the team from regulatory perspective

- Exceed month on month revenue target & collection targt

Customer Service/Retention through relationship management

- Establish customer relationship building culture in the team

- Help team resolve service requests of customers

- Drive renewal collection on allocated base.

- Provide appropriate training to team for effective customer service.

- Drive team to generate leads from existing customers.

C. Team Management :

- Identify and hire right candidates with the help of HR

Ensure 85% hiring module completion at all times

- Drive productivity and activation for all FOS

- Manage Attrition

- Measures of Success

- Execution measures

- Drive revenue through cross sell/up sell business

- Collection of due premium as per target.

- Service resolution percentage/TAT

- Customer satisfaction score

- Retention of team

- Process compliance

Key competencies/skills required :

- Building relationships - ability to influence customers/peers

Strong Stakeholder Management

- Building collaboration - ability to influence team

- Detail-oriented

- Customer centricity.

Key Relationships Management (Internal /External)

Internal : Head of SPARC, CET team, Training, HR

External: Customers

Desired qualification and experience :

- Graduate/Post Graduate in Management

- Must have a minimum of 7+ year's experience.

- Experience in managing customer relationship

- Knowledge of Insurance sales and related processes

Mandatory Skills:- Should have an experience in Direct Sales & Team Handling. Also Should have experience working with Life Insurance company

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