Head of Customer Grievance and Escalation Management
JOB SUMMARY Customer experience works with the Operations, Technology and marketing teams within Max Life. This team manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective, NPS for FLG and customer engagement related initiatives. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.
Control customer grievances / escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances. We call this control tower, this vertical will direcly report to this role.
Also, within CX team sits the Escalation handling shop where escalations emanating from ORM, Leadership ids etc are reported, this role will also be responsible for day to day governance of this unit.
KEY RESPONSIBILITIES
- Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct
o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas, RCA and CAPA
o Identify gaps and work with FLG units on closure of these process / tech items
KEY RESPONSIBILITIES
Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct
o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas, RCA and CAPA
o Identify gaps and work with FLG units on closure of these process / tech items
Managing Level 2 Email shop(dealing with customer escalations) :
o Management of daily governance, staffing, Accuracy and training and development of team
o Dashboarding and reporting of WIPS, governance etc
o Automation of required workflows e.G. Litigation, UNO enhancements etc.
o Ensuring there is a training mechanism in place to achieve desired accuracy
o Creating a world class Customer escalation handling email unit with better empowerment, training, manpower and automation
Strategic support to function heads on key projects / journeys in the area of customer service, engagement and fulfillment
o Work with function heads to own specific preventive initiatives and work with CFTs to deliver these
o Give CX perspective on key customer journeys
o Governance of Control tower rhythm, stakeholder management
General expectations w.R.T the role
MEASURES OF SUCCESS
KEY COMPETENCIES / SKILLS REQUIRED
strong networking and inter‐personal skills
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