Head - Customer Service

Responsible for end-to-end customer service across all channels - voice, digital, email, and in-person. Owns service delivery, complaint resolution, and customer experience KPIs. Ensures compliance with IRDAI regulations and leads digital servicing initiatives.

Key Responsibilities:

- Lead the customer service function across call centres, email, digital, and social channels

- Ensure timely and accurate service for policy issuance, endorsements, claims, renewals, and complaints

- Own key metrics: TAT, FTR (First Time Resolution), NPS, CSAT, and regulatory SLAs

- Drive automation and self-service across platforms (IVR, chatbot, WhatsApp, portals)

- Ensure IRDAI-compliant grievance redressal, documentation, and audits

- Work with Product, Tech, Claims, and Ops to fix service gaps and improve customer journeys

- Lead and upskill the servicing team across locations

- Report regularly to the CEO and senior management on customer trends and improvement actions

Requirements:

- Strong background in general insurance customer service

- Experience managing large, multi-channel teams

- Familiar with regulatory requirements and digital service tools

- Strong execution, communication, and problem-solving skills