Executive - Customer Engagement (DSF)

The Executive Customer Engagement position in the Direct Sales Force Operations department, reporting to Randhir Kumar, Band 5, is based in Ghaziabad (GO 2). Key Responsibilities: - Maximizing Applied to paid to meet business plan - Resolving Hub Hold Cases within TAT - Reducing NFTR % - Handling MIS and Reports - Following up for GO Actionable resolution - Booking & Tracking of Medical reports - Resolving customer complaints within TAT - Maximizing collections - Ensuring NC cracking through the field - Conducting POSV / Welcome Call - Managing end-to-end operational process with teams in the field & distribution leaders - Liaising with UW, Policy Issuance, Finance, IT for smooth processing & service delivery - Managing the dashboard for Quality of business - Adopting various digital initiatives among distribution Measure of Success: - Timely & Accurate MIS - Timely WIP Movement for business processing - Improving key processes across the field - Successful tracking on new business parameters - Maintaining POS Discrepancy Rate & resolution TAT - Achieving Audit Rating Desired qualifications and experience: - Minimum 2-5 years of experience, with at least 2 years in customer service / operations / finance - Preferable experience in Banking / Telecom / Insurance - Graduate / Post Graduate qualification ELIGIBILITY: - Candidates with a performance rating of G2M2 & have completed 12 months in the current role - Candidates with a performance rating of G3M3 & have completed 18 months in the current role - For lateral movement, candidates should have completed at least 12 months in the current role & have a minimum performance rating of G3M3 Knowledge and skills required: - Result orientation - Ability to manage & inspire teams to achieve targets - Good communication & coordination skills - Proficiency in data management on Excel, data analysis, and interpretation - Customer centricity and ability to influence without authority - Strong intersection management and relationship building capabilities,