Customer Service Executive

Job summary

This role exists to help the assigned branch meet business goals while improving profitability. The position calls for strong leadership, resource planning, performance tracking, and close monitoring of market developments so day-to-day operations run smoothly. It also involves expanding distribution, strengthening retail presence, and supporting the hiring of FLS and Advisors.

Key performance dimensions

• New business accuracy: the benchmark improves from more than 95% in FY18 to more than 97% in FY19 and more than 98% in FY20.
• New business turnaround time: to be maintained within the defined TAT across FY18, FY19, and FY20.
• ARF accuracy: the benchmark improves from more than 95% in FY18 to more than 97% in FY19 and more than 98% in FY20.
• Open case handling: coordination with Sales and the head office for PPMC, counter offer, and discrepancy cases across FY18, FY19, and FY20.
• Customer service: maintain 100% satisfactory VOC across FY18, FY19, and FY20.
• Collections and banking: follow the defined TAT in FY18, FY19, and FY20.
• Regulatory compliance: maintain full compliance at all times.

Job context and challenges

The health insurance industry is highly competitive, with more than 15 private non-life insurers and 5 dedicated private health insurance players competing alongside a strong public-sector competitor. A large share of annual business renews with existing providers, which leaves a relatively smaller pool of fresh business to compete for. At the same time, SMEs and start-ups create a growing opportunity that needs to be served through tailored, affordable, and scalable solutions.

The market is also changing because of medical progress, lifestyle shifts, and broader socio-economic changes. Customers increasingly expect health insurance providers to act as trusted advisers, so the role requires a strong understanding of customer expectations and the ability to offer solutions with wellness benefits that are relevant, accessible, and commercially effective.

Notes

No salary, stipend, application deadline, start date, or vacancy count was specified in the source.