Sr Manager - Customer Connect - 1 Opening(s) Information

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HDFC Standard Life Insurance Company Ltd

HDFC Standard Life Insurance Company Ltd. is one of India's leading private life insurance companies, which offers a range of individual and group insurance solutions. It is a joint venture between Housing Development Finance Corporation Limited (HDFC Ltd.), India's leading housing finance institution and The Standard Life Insurance Company, a leading provider of financial services from the United Kingdom. Both the promoters are well known for their ethical dealings and financial strength and... Read More

Address	No. 17A, Sri Velayudham Complex, 2nd Floor,Natesan Nagar, Pondicherry India
Website	www.hdfclife.com/
Holding	No Holding Details

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Sr Manager - Customer Connect - 1 Opening(s)

Steer and monitor activities pertaining to vendor management from strategic and operational perspective wrt inbound and outbound call centre , e-mails management. Monitor CSAT scores for inbound call centre and e-mail management, draw up strategy for continual improvement and monitor implementation. Drive innovations in service excellence with technological aids with ownership of execution. Explore and execute cost effective service models, which are unique and best in class. Focus and aid customer self servicing, with special focus on online premium payments and portal usage. Improve on Welcome call connectivity for new customers. Ensure implementation of financial control methods to optimize servicing costs . Ability to plan, budget and optimize call center capabilities. Measure, analyse, audit established levers. Manage the leadership team and drive business objectives. Developing and mentoring a second line. Regular trainings to team members about new processes and industry developments. Motivate team performance and implement a robust R&R structure in the department. Develop a structured Training Need Analysis( TNA) mechanism for the agents of inbound and e-mail processes with focus on soft skills , products and processes. Draw and ensure adherence to Service Communication strategy . Design and periodic revamp of all service communication in lines with the strategy. Monitor team performance on all KPI parameters. Identify and implement retention techniques to ensure customer loyalty. Stakeholder management with different functions for providing prompt and quality response to customer requests and grievances. Relationship management with channel partners. Identify risk mitigation techniques and put in control mechanisms. Monitor audit parameters and take steps to ensure compliance Ensure process gaps are identified and plugged Ensure process adherence and regulatory compliance. Handle escalated complaints from inbound call centre. Benchmarking and comparing of best practices across industry. Drive Service quality improvement for customer interactions across all service touch points on a continual basis. Drive organizational strategic initiatives and departmental projects which have a direct linkage to company objectives. Desired Profile Please refer to the Job description above Experience 8 - 12 Years Industry Type Insurance Role Other

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	not provided	Contact Name:	HR
Job Duration:	not provided	Phone:	not provided
Email:	recruitment3@hdfclife.com