Deputy Manager - Customer Engagement

Career Opportunities

Job Code: Manager CET

Position

Deputy Manager

No. Of Positions

1

Department

Operations

Function

Operations - Agency

Reporting to

Manager

Band

5B

Location

Lucknow

Last date of submission

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 & Recruitement.
• 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 followup
• 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 atleast 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

Career Opportunities

Job Code: Manager CET

Position

Deputy Manager

No. Of Positions

1

Department

Operations

Function

Operations - Agency

Reporting to

Manager

Band

5B

Location

Lucknow

Last date of submission

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 & Recruitement.
• 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 followup
• 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 atleast 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