Associate Manager - RCA

About HDFC Life

HDFC Life, one of Indias leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 380+ branches in India touching customers in over 900 cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

What are we looking for?

As an Associate Manager, the role involves managing customer grievances by providing root cause analysis as per pre-defined SOPs and TATs, co-ordinating with vendors and cross-functional departments. It includes identifying process gaps and providing the required solutions.

What does the job entail?

• Handling communications with the customer by providing root cause analysis.
• Ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).
• Handling cross-functional departmental management to ensure smooth customer experience
• Identifying the gaps and implementing changes for overall process improvement
• Managing complex cases to ensure customer satisfaction
• Managing and updating MIS as per predefined guidelines to ensure smooth flow of the departmental process.
• Managing communications with internal stakeholders as per pre-defined norms.

Essential conditions:

• Education: Graduation
• Work exp: 2+ years
• Work related skills: Excellent Communication skills, Presentation Skills, Negotiation Skills, Stakeholder Management, MS Office.