Deputy Manager

Department

Customer Experience Management

Function

Projects

Position

Deputy Manager

Band

JM2

  Location

Bhandup - Mumbai

Reporting To 

AVP/DVP

Our Vision

To be the most admired insurance company that enables the continued progress of customers by being responsive to their needs.

HDFC ERGO as an Employer

• · We believe in Sensitivity 
• · We drive Excellence 
• · We uphold Ethics 
• · We bring Dynamism 

About HDFC ERGO

HDFC ERGO General Insurance Company Limited was promoted by erstwhile Housing Development Finance Corporation Ltd. (HDFC), India’s premier Housing Finance Institution and ERGO International AG, the primary insurance entity of Munich Re Group. Consequent to the implementation of the Scheme of Amalgamation of HDFC with and into HDFC Bank Limited, one of India’s leading private sector bank (Bank), the Company has become a subsidiary of the Bank. The Company offers complete range of general insurance products ranging from motor, health, travel, home and personal accident in the retail space and products like property, marine and liability insurance in the corporate space. With a network of branches spread across wide distribution network and a 24x7 support team, the Company has been offering seamless customer service and innovative products to its customers.

Key Roles & Responsibilities

• · Identify quick improvement opportunities across functions/ processes
• · Collaborate with multiple cross functional teams within the organization. Is able to work across functions in the org – and drive their actions in a way that positively impacts customer experience. 
• · Experience in documenting requirements (BRD)
• · Drive project management process within the organization through a structured process including need identification, review, implementation, closure & sign offs
• · Demonstrates deep customer understanding and is responsive to customer needs
• · Is able to identify the pain point (or gaps); can work out solutions and successfully implements the solutions for the gaps. 
• · Strong Problem Solving and Analytical Skills. The ability to analyze and infer customer insights from data will be a key capability
• · Promote cross learning through benchmarking with best in class industries within BFSI sector and beyond

                                                             Key Requirements–Education & Certification

• · Graduate/Post Graduate in any discipline 
• · Insurance certifications like LOMA/III etc will be good to have

Key Requirements – Experience & Skills

• · 3-5 years’ experience in customer experience projects or similar
• · In-depth knowledge of customer journeys and ability to understand working of Digital applications like BOTs/Self Service portals etc.
• · Strong cross-functional experience
• · General Insurance experience will be preferred

Remarks

The details of this position are confidential.

The decision to change/modify the specifications is at management’s discretion.