Role Purpose : 

Will be responsible for end to end e_Commerce, ISNP and WA integration coordination for website management. To ensure Smooth UI and UX to delight customer.

Principal Accountabilities :

1. Drive continuous evolution of processes to enhance customer experience.

- Execute on the defined strategies (iterate using pilots to fine-tune the overall approach)

- Ensure effective assistance to online customers to maximize issuance conversion

- 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.

2. Responsibility for online sales fulfillment operations, tracking of offline leads & channel productivity.

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

- Review and enhance performance of each contact-center

- Identify customer issues by assimilating reports and survey data to improve overall customer experience & the fulfillment process

- Ensure consistent delivery of SLA parameters in terms of quality

- Manage vendor relations through feedback, inputs and innovation

3. Responsibility to manage Online Customer Grievance and responses to customer over queries on Digital sales nominated email ids

- Ensure and develop customer retention model for enriching customer experience.

- Will design responses to the customer on FAQ

- Manage Customer Focus unit, which will lead Complaints, queries, Feedback, responses, Auto responses, Hot lines for customer resolution.

- Will manage Partner queries and resolution center.

Measures of Success Customer Journey in line with Common Purpose

- Business plan achievement

- Adherence to budgets

- Comprehensive service-to-sales strategy & implementation

- Creation of frictionless sales / purchase & issuance processes

- Engagement with business/ channel / alliance partners as needed

Management & Leadership of Regulatory, Compliance & Operational Risk

Report any operational risk or operational risk loss to the line manager and the Risk & Control team immediately if the jobholder becomes aware of emerging or inadequately controlled operational risk or identify an operational risk loss in accordance with Company's Risk policy. Maintain and observe Company's internal control standards, implement and observe the Company's Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement the Compliance Policy by managing compliance risk and optimising relations with regulators.

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