Designation / Position : Deputy Manager - Online Sales

Job Location(s) - Mumbai

Work Experience : 1-5 yrs

Industry Type : BFSI

Role : Online sales operations and customer experience.

Responsible for the overall direction of all online sales operations including

- Project management with various stakeholders including marketing, call center, operations.

- Tracking conversion of lead to issuance

- Track operations and fulfillment related aspects for online sales vertical

- Tracking policy Issuance and Underwriting of business

- Customer Management through the funnel

- Coordinating with Business partners -( Aggregator, TPA, Callcenter, Payment gateway aggregator)

- Preparing online sales review deck, chairman MIS etc.

- Measure of Success of the job includes-

- Meeting paid forecast of channel

- Conversion of opening WIP/Fresh applied

- Leakage and end to end TAT

- Tracking call center metrics on abandon, call back, click to call and FCR, manage email response timelines.

Key Responsibilities :

Lead Management and conversion :

- Track the tele sales/click to call assistance for online customers

- Achieve conversion targets on lead to payment and payment to issuance

- Meet and maximize auto debit renewal option

- Proactively take measures to reduce dropouts across all stages in the funnel based on analytics and customer feedback.

- Devise compensation models which will support high lead conversions

Operational issues related to online sales operations :

- Establish, document and communicate service standards to all concerned stake holders

- Establish a mechanism for timely and comprehensive resolution of customer queries and issues.

- Ensure operational readiness pre launch and scale up based on business volumes.

- Ensure co-ordination between various cross functional stakeholders to maintain smooth functioning of the channel.

- Contribute to business requirements and testing to upgrade interface or processes and fix defects. (with partners and internal systems)

- Timely dissemination of MIS, Dashboards and reports

- Look at the partner payouts and other issues in administration with the partners.

Customer Experience Management :

- Track the customer journey on our website and on regular intervals compare it with customer journeys of competitors.

- Continuously improve the content on the platform to better retain and engage the customer

- Develop a robust system to track and handhold the customer through the lifecycle from lead to policy issuance.

- Track and process enquiries and requests within agreed timelines.

- Proactive communication at all touch points and redesigning content to make it relevant

- Manage incoming queries specific to the channel on email

- Maximise customer satisfaction with online purchase experience and instil trust.

- Address escalations immediately including the root cause

Improving the process - Policy Issuance, Underwriting and medical management

- Publish SLAs for online sales,( TAT& Accuracy)

- Ensure complete documentation at all stages is collected and communicated to the customer transparently and at one go

- Constantly look for opportunities and innovation to simplify online customer experience.

- Monitor leakage and bring in systemic guideline changes to reduce the same

- Reduce drop offs in payment processing

- Coordinate with ops to set up SIs for Renewal collections

- Ensure compliance sign offs on the final processes and subsequent modifications

- Maximise conversion of opening WIP and new applied to meet channel paid forecast

- Adapt to changing business dynamics to ensure scale up of servicing locations

Product training, tele-calling scripts and campaign content

- Prepare product training content for call center - Training deck, tele-calling scripts, objection handling, key points to tell customer during the customer journey

- Prepare content (SMS,emailetc) for online campaigns and online customer journey. Ensure that the content is approved by L&C. Take inputs from marketing and product team.

- Train the call centre staff on ongoing basis. Create new pitches and training program for them.

Control and compliance :

- Document and ensure compliance of all SOPs

- Adhere to all regulatory requirements

- Report all complications and exceptions

- Ensure no exceptions in audit

- Adherence to distance marketing guidelines

MINIMUM EDUCATION :

Graduate preferably with an MBA

MINIMUM/SPECIFIC EXPERIENCE :

1-5 years of experience. Hands on experience of Lead management and online customer engagement

- Analytical, management and planning skills

- Comprehensive knowledge of operations

- Good team skills

- Customer orientation

- Process orientation

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