Customer Service Executive

Birla Carbon; Goa; On-site; INR 250,000 - 480,000; Full time

Job summary

Aditya Birla Group in India is seeking a Customer Service Executive to drive business targets and profitability for the assigned branch, backed by effective leadership and resource planning. The role emphasizes timeliness of operations and market responsiveness.

It also involves distribution development and recruitment of FLS and Advisors, requiring coordination with sales heads and head office to ensure customer-centric service and compliant processes.

Responsibilities

• The purpose of this job is to 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.
• This role includes distribution building, retail development and recruitment of FLS and Advisors

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Customer Service Executive

Designation :

Job Description:

Job Purpose:Write the purpose for which the job exists (in 2-3 lines)

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

2) 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

FY 19

FY20

Accuracy

More than 95%

More than 97%

More than 98%

New business - TAT

Particulars

FY 18

FY 19

FY20

TAT

ARF accuracy

Particulars

FY 18

FY 19

FY20

Accuracy

More than 95%

More than 97%

More than 98%

Particulars

FY 18

FY 19

FY20

Coordination with Sales and head office

PPMC/Counter offer/Discrepancy

PPMC/Counter offer/Discrepancy

PPMC/Counter offer/Discrepancy

Particulars

FY 18

FY 19

FY20

100% satisfactory VOC

100% satisfactory VOC

100% satisfactory VOC

Collection and Banking

Particulars

FY 18

FY 19

FY20

TAT

Regulatory Compliance

100% Compliant

3) Job Context & Major Challenges:Write 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.

• Discover more about life at Aditya Birla Group