Tata AIA Life Hiring for Executive / Sr. Executive– Customer Experience at Thāne Full Time

The role holder would be overall responsible to analyze Complaints / Customer Feedback and through a

methodical process ensure gaps / processes changes are made to prevent them.

To oversee and manage the Sales Complaints received across all channels

To ensure sales complaints are root caused through using a methodical approach

Corrective and preventive actions are taken with an objective to prevent complaints

Overarching aim would be ensure listening and actioning framework works in symmetry

Root cause Analysis (RCA) of Complaints:

• Timely classification of complaints and its effective Root Cause
• Identify potential actions and classify them into people,process, systems and design
• Identify sales process defects, suggest development and implementation of effective remedial actions and long term solutions
• Ensure compliance to regulatory requirements and Highlight red flags to Sr. Management in a timely manner
• Work with stakeholders to create awareness based on complaints and arrive at best solutions

Adherence & reporting based on defined framework:

Adherence to defined framework – Track the status of corrective and preventive actions periodically with the stakeholder departments

Tracking of actionables to closure and ensure elimination of repeat complaints

Analyze the impact of actions and quantify reduction in complaints

Ensure reports are published at agreed frequency with detailed analysis/trends/ lessons learnt.

Process improvement Projects:

Ensure right projects are defined from insights received through complaints.

Best practice sharing – Practices / Learnings from one process are taken into other

Building efficiencies

Evaluating ways and means to proactive fulfill customer needs and reducing complaints.

Innovative services and enhancing service levels:

Assessing and evaluating sales processes, identify gaps (GAP Analysis), recommend and suggest improved and optimized process.