Manager - Digital Customer Engagement Kolkata, Mumbai, Gurugram

Job Description:

KEY RESPONSIBILITIES

• Digital Customer Engagement
• Call Quality Audit of digital calls taken by respective team members.
• Ensuring quality in Digital calls and responsible for Call Quality Scores.
• Reduction in CXO escalation / Service Grievance
• 13M & 25M Persistency
• Driving 0-60-day collection by calling the customers / sellers
• Driving 0-90-day collection by calling the customers / sellers

Creating visibility for all stake-holders and having a weekly governance rhythm

with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and

preventive measures to be implemented to improve persistency, FTR & P2A.

• Retention
• Engage to retain Retaining customers with mis-selling complaint
• Freelook Retaining customers who wish to cancel the policy
• Surrender Retaining customer who come to surrender the policy
• ECS – Retaining customers who want to deactivate their ECS payment

method

Training and skilling the front-end team on how to engage with the Digital

customers by using the retention tools and objection handling scripts.

Collaborating with the OH to form an effective task team.

• Revenue Generation – Service to Sales / Recruitment
• Identify training needs of Digisaarthi team and skill them.
• Coaching and Developing the team to meet their goals
• Driving the team to always look for opportunity to upsell a customer

once retained.

• Business Deliverables
• Enabling the advisors and distribution team on how to manage the WIP

on mPro/ SARAL and servicing in mPower.

• Traction of Applied to Paid for the region

• Conducting process refreshers and process changes session with the

distribution team

• Distribution Engagement

• Monthly connect with the OH

• Creating awareness amongst Advisors – Quality of Business

• Coordination with various stake holders