Senior Cluster Manager Job in Pune at Bajaj Finserv

Bajaj Finserv is hiring for the role of Senior Cluster Manager!

Responsibilities of the Candidate:

• Analyse complaints/ escalations to identify process/system-level gaps
• Identify improvement opportunities/gaps through process audits on an ongoing basis
• Coordinate with internal stakeholders i.e. different business SPOCs, IT, TCS, Finance and operations to ensure timely implementation of projects
• Review Sales and post-sales journey on POS as well as Digital properties like 3-in-1, sales one etc.
• Review & sign off SOP’s from a Customer experience perspective prior to the product go live and provide feedback for implementation of requisite changes in the process/system as required
• Design & implement transactional/Service communications (SMS, notifications, emails) across customer journeys
• Ensure requirement gathering, solution management & ensure end-end implementation to ensure a smooth go-live
• Monitor KPIs of existing communication campaigns across processes and ensure corrective action
• Drive 3in1 app & COI download across Insurance customers

Requirements:

• Graduation in any field
• Graduate with minimum 3-5 years of experience in Customer Service / COE team
• Proficiency in MS excel, word, power point
• Candidates with insurance background shall be preferred
• Good analytical skills, communication and interpersonal skills