Career Opportunities

Job Code: IJP-Executive Customer Engagement

Position

Executive

No. of Positions

1

Department

Operations

Function

Operations – Agency

Language

English & Regional Language

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 and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success:

• Service to Delight- 3Days
• Customer Engagement – 70%
• Surrender Retention – 68%
• NPS-85
• 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

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

Career Opportunities

Job Code: IJP-Executive Customer Engagement

Position

Executive

No. of Positions

1

Department

Operations

Function

Operations – Agency

Language

English & Regional Language

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 and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success:

• Service to Delight- 3Days
• Customer Engagement – 70%
• Surrender Retention – 68%
• NPS-85
• 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

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

Career Opportunities

Job Code: IJP/Executive – Ops Executive – CET

Position

Executive

No. Of Positions

1

Department

Operations

Function

Operations – Agency

Reporting to

Sr. Mngr

Band

5

Location

Moradabad

Key Responsibilities:

• Processing of New Business Queries
• Discrepancy Management – FOP’s
• WIP Management
• Handling Field Ops Queries & Complaints
• Processing of cheques / cash / credit card
• Poll Coll clearance
• Petty Cash Management
• Vendor Management
• Statutory and Facility Management
• Agency Contract – Existing agents

Adherence to all regulatory requirements

• Processing of customer request – POS
• Sales to Service & Recruitment.
• Persistency -13th and 25th Month
• Customer Retention and Revenue

Measure of Success:

• Applied to Paid ratio 88%
• Reduction in discrepancy rate 3%
• Resolution of GO actionable with TAT
• Customer / Distribution satisfaction score +3.5
• 100% in Day 1
• Creation of PCV on a real time basis with replenishment on 40% balance
• Timely processing of bills and effective cost management
• Adhere to the laid down process and guidelines

Timely processing of docs within 2 days of receipt

• Agent Query and Code follow-up
• Processing the agent reimbursement as per guidelines and accurately
• POS accuracy at 97% and Decline at 3%
• Collection of 13+25 Month 89%
• Surrender/Retention 70%,ECS Retention 30%

Desired qualifications and experience:

• Must have a minimum of 2-3 years experience of which at least 2 yrs in customer service / operations / Finance

1. ELIGIBILITY

• Candidates who have a performance rating of G2M2 & have completed 12 months in the current role
• Candidates who have a performance rating of G3M3 & have completed 18 months in the current role

FOR LATERAL MOVEMENT, candidate should have completed atleast 12 months in the current role & have a minimum performance rating of G3M3

Knowledge and skills required:

• Ability to work in a fast paced environment
• Strong people skills
• Good co-ordination skills
• Data management on Excel should be good
• Accounting Knowledge
• Customer Centric