Customer Service Executive

Aditya Birla Capital; Goa; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Aditya Birla Capital is seeking a professional in Goa to ensure the achievement of business targets and profitability for the branch. This role involves providing leadership, planning resources, and monitoring performance while facilitating recruitment of financial advisors.

The successful candidate will navigate market challenges and develop tailored insurance solutions. Strong experience in customer service and compliance with regulatory standards are essential.

Qualifications

• Experience in achieving business targets and enhancing profitability.
• Ability to lead teams and monitor performance.
• Familiarity with customer service and regulatory compliance.

Responsibilities

• Ensure achievement of business targets for the assigned branch.
• Lead distribution building and recruitment of FLS and Advisors.
• Manage open cases and coordinate with sales and head office.

Job description

Job Purpose

Job Purpose: The purpose of this job is ensure achievement of business targets and enhancement of profitability of the assigned branch by providing effective leadership, planning resources, monitoring people performance & market changes & ensuring timely operations support to ensure smooth functioning. It also includes distribution building, retail development and recruitment of FLS and Advisors.

• Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.

New business - Accuracy

• Particulars
• FY 18: More than 95%
• FY 19: More than 97%
• FY 20: More than 98%

New business - TAT

• Particulars
• FY 18: As per defined TAT
• FY 19: As per defined TAT
• FY 20: As per defined TAT

ARF accuracy

• Particulars
• FY 18: More than 95%
• FY 19: More than 97%
• FY 20: More than 98%

Open case management

• Particulars
• FY 18: Coordination with Sales and head office
• FY 19: PPMC/Counter offer/Discrepancy
• FY 20: PPMC/Counter offer/Discrepancy

Customer service

• Particulars
• FY 18: 100% satisfactory VOC
• FY 19: 100% satisfactory VOC
• FY 20: 100% satisfactory VOC

Collection and Banking

• Particulars
• FY 18: TAT
• FY 19: As per defined TAT
• FY 20: As per defined TAT

Regulatory Compliance

100% Compliant

Job Context & Major Challenges

Open text describes the specific aspects of the job that provide a challenge (internal and external) to the jobholder in the context of the Business/Unit/Function/Department/Section.

About The Health Insurance Industry

While the current market sees more than 15 non-life players in the private space and 5 exclusive private players in the health insurance space trying to capture a sizable market share, the nationalized service provider (6) remains a strong competitor. In addition to this the business dynamics are such that the overall market on an annual basis which is to the tune of roughly 10,000 Crs sees close to 85 % of the business renewing with the existing service provider itself. This narrows down the opportunity of the fresh business actually being seriously fought in the market to approximately 1500 odd Crs. With the SME and the start-ups being the driving force of Indian economy, the opportunity to cater to these segments is immense and is increasing manifold year on year. The challenge here therefore remains as to how we capture a larger share of the opportunity by developing specific solutions to cater each segment of the business. Also by creating an inexpensive and standardized solution to increase the reach into the pockets of channel partners across the country to harness on their captive business and explore new opportunities with them.

Market Opportunities

With the advent of medical advancements, lifestyle changes, change in Indian socio-economic scenario and Indian healthcare space, and the insurers are facing challenges to cater to the needs of this diverse clientele. Increasingly Indian customers have started considering health insurance partners as extensions of health advisers. In this scenario it becomes extremely important to understand their psyche and then provide tailored solutions with wellness benefits which would help them meet their end objectives and bring in profitable revenue source for the company.