Manager - Customer Care

Max Life Insurance

Gurgaon, Haryana
Permanent
Full-time

16 days ago

About Max Life Insurance:Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group, an Indian multi business corporation.Max Life offers comprehensive protection and long-term savings life insurance solutions, through its multichannel distribution including agency and third party distribution partners. Max Life has built itsoperations over almost two decades through need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital.As per public disclosures, during the financial year 2019-20, Max Life achieved gross written premium of Rs. 16,184 crore. As on 31st March 2020, the Company had Rs. 68,471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913,660 crore.For more information, please visit the Company's website atWe Stand for:CaringA compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives, eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance.CollaborationA boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes, thus, delivers to the organization's ask. A leader who addresses challenges with a solution oriented approach to create “win-win” partnerships within & outside teams through inspired cooperation and teamwork.Customer ObessionA leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience.Growth MindsetAn ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo, takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance.People LeadershipA people's leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching, empowering & motivating them to deliver superior business outcomes."Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity."Career OpportunitiesPositionManager - Customer ServiceIncumbentDepartmentOperationsFunctionOperations - Customer ServiceReporting toChief Manager - Customer ServiceBand4LocationGurgaonTeam size (D/I)NilJOB SUMMARY:The Incumbent would be responsible for managing email backend vertical along with team of executives. The primary role is to ensure timely and accurate resolutions shared with customers on email and call. Problem understanding and solving by way of designing process and implement tech solves.KEY RESPONSIBILITIES:

Primarily responsible for ensuring and influencing the Vendor / team to deliver a premier customer experience for all customer contacts and meet all Key Performance metrics
Responsible for building customer loyalty, both internally and externally, by overseeing the delivery of outstanding service which meets or exceeds quality, time service, and fiduciary expectations.
Establish collaborative partnerships with all operational levels within the company to be recognized as a center of excellence for the entire customer experience with Max Life.
Lead or participate on work teams that identify and execute plans that result in new or improved operations/programs.
Responsible for Operations of First level escalation team
Ensure adherence to documented processes, procedures and controls
Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved
Publish MIS and Dashboards

Measures of Success

Customer satisfaction scores
TAT of Customer/Agent query resolution as per defined SLA
Employee satisfaction
Quality/Accuracy of resolution

Knowledge and skills required:

Good communication skills
Strong Customer Focus
Strong Analytical & Decision Making Ability
Proven Vendor Management skills
Excellent Power point presentation & MS Excel skills
Team work/ Managing Self / Adaptability
Self motivated, well organized and flexible with a sense of urgency approach
Manage / facilitate Billing and Payments

Desired qualifications and experience :

Graduation in Commerce, Economics or Maths
MBA preferably from B - school
Experience of 8 - 10 years in Customer Services or related operations functions in an insurance industry

Knowledge and skills required:

Good knowledge of MS Excel, MS Access. Power point presentations
Good Analytical skills.
Strong interpersonal skills to drive organization objectives through cross functional teams.
Target and process orientation
Program management

Max Life Insurance

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