Aditya Birla Capital Hiring for Sr. Manager – Customer Experience at Maharashtra, India Full Time

The purpose of the role is to plan & execute Net Promoter Score (NPS) program across the organisation by aligning and coordinate with all stakeholders to make it a success. The role will also have the overall responsibility for launch execution / sustainment and actions, analysis of NPS feedback data from customers to derive meaningful insights and action points. The role is also responsible for rollout in regions – trainings, ensuring IT coordination, coordinating huddles, communicating with stakeholders, internal marketing, ensuring Logistics, to manage key vendors for seamless implementation of the program and to provide inputs for prioritization of initiatives and customer segments basis their value to businesses.

Job Context & Major Challenges

Job Context / Job Challenges

ABHI, with its business model, has the opportunity to influence more Moments of Truth than traditional Health Insurance companies. The opportunity to create a great experience for the customer during purchase and onboarding, claims, policy servicing and DRM, through traditional or digital channels, is immense. ABHI intends to provide superior customer experience to its customers which is best in industry.

Key Challenges

• To drive and align various functions within the organization towards the common goal of Mission Happiness initiatives. Creating platform to connect customers directly with various functions to receive and understand the customer’s feedback first hand without any dilution.
• Ensuring regular Huddle at HO and identification/execution of action plan with in timelines.
• Basis feedback from customers, prioritize product, process & system improvements.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)

KRA1 Operations

Management o Plan and execute NPS programs to effectively manage & launch across PAN India.

KRA2 Vendor

Management o Co-ordinations with Call Centre, Portal Vendor & Internal IT team for NPS System and smooth operational functionality – Vendor mgmt.

KRA3 Training o Regular Training to Contact centre / branch teams.