Head - Customer Service

Location: Mumbai (4 days in office, flexible timings)

Job Overview

We are looking for a senior professional to lead our inbound and outbound call center operations, manage customer grievances, drive NPS improvements, and ensure policyholder protection. The role also includes preparing and presenting regular reports to senior management.

Key Responsibilities

Call Center Management

- Oversee day-to-day operations of inbound and outbound call center teams

- Drive service levels, TATs, and quality benchmarks

- Build processes to handle peak loads and call volumes

Customer Grievance Handling

- Ensure all customer complaints are resolved within regulatory timelines

- Build strong governance around escalation handling and closure

- Track root causes and implement corrective actions

NPS & Customer Satisfaction

- Monitor Net Promoter Score (NPS) and other CSAT metrics

- Identify drivers of dissatisfaction and lead service improvements

Policyholder Protection

- Ensure adherence to IRDAI guidelines for customer service

- Implement measures that protect policyholders' rights and improve transparency

Reporting & Insights

- Prepare monthly reports for senior leadership

- Highlight key trends, risks, escalations, and improvements

- Recommend changes in systems, scripts, or process to reduce friction

Team Leadership

- Manage team leads, trainers, and quality analysts

- Drive motivation, capability building, and performance

- Manage vendors and call center vendors

Requirements

- 10+ years in customer service, only in general insurance company

- Experience in managing call center teams

- Strong understanding of regulatory norms and IRDAI grievance redressal process

- Hands-on with NPS, CSAT analytics, and service SLAs and call center , voice , non voice operations

- Excellent communication and stakeholder management skills

Work Mode

- Based in Mumbai

- 4 days in office (hybrid flexibility)

- Flexible working hours