bajajallianz Looking for Virtual Relationship Executive at Pune, Maharashtra Full Time

RE Quality Assurance

Do call barging to RE’s (Relationship Executives) live call to shadow the calls made to IMD’s & give qualitative feedback to RE’s post call to increase the effectiveness of RE’s & service standards.

Provide & enhance data capturing pointers to RE’s of IMD’s; revise the data capturing formats over period.

Allocate IMD details to team based on geographical spread & business priorities to RE’s.

Monitor daily issue tracker to ensure service standard TAT’s / SLA’s are maintained.

Data Management & Analysis

Track performance of all categories of IMD’s ( based on banding ) based on business , campaign qualifiers ( past & ongoing ) , health LOB , year end activation etc. & allocate data cut with plan of action to team for follow-up.

Publish gap analysis report to management based on the calling report of the team.

Collaborate & connect with cluster heads / zonal heads based on the campaign commitment shared by IMD’s to ensure maximum engagement of IMD’s to improve IMD activation ratio.

Ensure local leadership is provided with updated IMD touch-point & details to improve service standards.

Escalation Handling

Collaborate with cluster heads / zonal heads on issue escalated by IMD’s to MD’s office / NHOD’s desk & ensure closure on priority.

Monitor issue tracker on daily basis & follow-up on issues crossing TAT / SLA’s.

People Development

Design call pitch for RM’s to follow while calling IMD’s.

Train team on handling escalation calls to ensure speedy resolution to IMD’s.

Plan training calendar for team on various aspects of business ( new LOB , commission process , product bundling , TAB issuance ) through subject matter experts , to enhance IMD experience & improve activation.

Train team on objection handling to ensure IMD’s are more effective on field.