Assistant Vice President - Customer Services - Health Insurance (10-16 yrs)

AVP - Customer Services | Health Insurance Company (listed)

Position Overview:

- The Customer Service Head will lead and manage all customer service operations, ensuring the delivery of exceptional service standards, compliance with regulatory requirements, and alignment with organizational goals. This role focuses on developing customer-centric strategies, managing service channels, resolving grievances, and improving customer satisfaction and loyalty in the health insurance sector.

Key Responsibilities:

Strategic Leadership:

- Develop and implement a comprehensive customer service strategy to enhance customer satisfaction and retention.

- Align customer service initiatives with business goals, regulatory compliance, and industry best practices.

- Drive customer-centric innovations to improve service delivery and operational efficiency.

Service Operations Management:

- Oversee customer service channels, including call centers, email, chat, web forms, and branch interactions.

- Establish and monitor SLAs (Service Level Agreements) and KPIs for all service functions.

- Manage and optimize digital tools and technologies, including chatbots, CRM, and AI-driven solutions.

- Analyze grievance data to identify trends, root causes, and actionable insights for improvement.

Customer Satisfaction & Feedback Management:

- Implement and monitor feedback mechanisms, including Net Promoter Score (NPS) and CSAT (Customer Satisfaction Score).

- Design programs to address service gaps identified through customer feedback and analytics.

- Foster a culture of continuous improvement based on customer insights.

Team Leadership & Development:

- Build, lead, and motivate a high-performing customer service team.

- Provide training programs to enhance technical skills, product knowledge, and customer empathy.

- Promote collaboration between teams for seamless customer service delivery.

Regulatory Compliance & Reporting:

- Ensure adherence to all regulatory and legal requirements related to customer service and grievances.

- Prepare detailed reports for senior management and regulatory authorities, highlighting service performance and improvements.

- Manage audits and inspections related to customer service and grievances.

Qualifications & Experience:

- Education: Bachelor's degree (MBA preferred) in Business, Management, or a related field.

- Experience: 10+ years in customer service management, preferably in the health insurance or BFSI sector.

- Familiarity with IRDAI regulations, health insurance products, and grievance redressal processes.

- Strong leadership, analytical, and decision-making skills.

Skills & Competencies:

- Exceptional communication and interpersonal skills.

- Expertise in CRM tools, customer journey mapping, and digital service platforms.

- Ability to manage large teams and drive performance under pressure.

- Analytical mindset with a focus on data-driven decision-making.

- Customer-first approach with a passion for resolving complex challenges.

Reporting to: Vice President & Head - Customer & Partner Servicing

Location: Noida (Travel to Gurgaon office 4-5 days in a month