Assistant Manager - Customer Engagement (Agency)

Axis Max Life Insurance Limited; Haryana; Sur place; INR 400 000 - 700 000; Plein temps

Résumé du poste

Axis Max Life Insurance Limited in Faridabad is seeking an Assistant Manager – Customer Engagement to manage front-line customer services in Operations.

You will oversee office administration, process new business, banking of premiums, vendor payments, and handle customer queries to achieve high NPS and service targets.

The role requires a graduate or postgraduate with 2-3 years' frontline service experience and strong Excel/data skills, with a customer-centric mindset.

Qualifications

• Graduate or post-graduate degree from any discipline.
• 2-3 years’ experience handling front end customer services.
• Knowledge of service quality is required.

Responsabilités

• Managing office administration assets and upkeep of the same.
• Agents contracting
• New business processing
• Banking of initial & renewal premium
• Managing petty cash & vendor payments
• Retention of surrender requests
• Execution of all service requests - post policy issuance
• Reverting on customer queries and complaints
• Maintaining high NPS scores
• Life claims processing
• Handling compliance issues
• Audit rating

Connaissances

Customer Service

Communication Skills

Coordination Skills

Excel Data Management

Formation

Graduate

Postgraduate

Description du poste

Career Opportunities

Job Code: IJP-Asst Mgr Customer Engagement

Position

Asst Mgr – Customer Engagement

No. of Positions

1

Department

Operations

Function

Field Operations

Reporting to

Sr. Manager - Customer Engagement

Band

5A

Location

Faridabad

Key Responsibilities

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success

• Service to Delight-NPS-90 & 3 days TAT
• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2
• Service to Recruitment-100%
• Service to Sales(Agency & Cat)-100%
• Persistency-90%
• Freelook to retain-45%

Desired qualifications and experience

• Graduate / Post-Graduate in any discipline.
• 2-3 years’ experience handling front end customer services
• Knowledge of service quality is required

Knowledge and skills required

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good