Deputy Manager - Customer Service

Job Description

Career Opportunities

Position

Deputy Manager- Customer ExperienceNo. of Positions1Department

OperationsFunctionCustomer ExperienceLocation

Gurgaon – 90 CBand5BKey Responsibilities:

Ü RCA’s/CAPA of IRDAI complaint: Ø Timely closure of RCA/Capa

Ø Timely submission of weekly update related to control tower

Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Renewals, Issuance, Customer care, IT) to ensure that all local queries/complaints are resolved

Ø Ensure follow up with CFT’s related to control tower

Ø Publish MIS/Metrics and Dashboards

ÜData Analysis: Ø Help in Root cause analysis ofIRDAI Complaints received

Ø Strictly follow the TAT’s

Measure of Success: Ø GIR target to be met

Ø CFT handling

ØWeekly update to control tower related to control tower

Ø TAT of RCA’s/CAPA completion

Ø100% compliance to standards.

Desired qualifications and experience: Graduate with 4-5 years’ experience in Operations / Customer Care

The applicant should have Good English Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required: Key Responsibilities

• Handle RCA’s/CAPA of IRDAI complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, CRT, CC, Issuance and backend teams for resolution management.
• Drive process improvements and operational efficiency initiatives.
• Prepare MIS reports, dashboards related to the control tower
• Support customer experience and enhance initiatives.

Required Skills

• Strong understanding of insurance operations and customer servicing
• Excellent communication and stakeholder management skills
• Team handling and people management experience
• Escalation and grievance handling expertise
• Analytical and problem-solving skills
• Knowledge of service quality metrics and process improvement
• Proficiency in MS Excel, PowerPoint, and reporting tools