Head - Customer Service Operations - Insurance Broking (15-20 yrs)

Company Name: One of the leading Insurance Broking Company

Role: Head Customer Service - Program Head

Location: Mumbai

Job Profile:

Strategic Leadership:

- Design and conceptualize the Insurance Servicing Solutions vertical in alignment with company's vision and objectives.

- Develop a comprehensive business plan, including resource allocation, timelines, and success metrics.

- Identify and implement best practices to ensure operational excellence.

Team Building and Management:

- Build and lead a multidisciplinary team of telecallers, tech developers, marketers, and service coordinators.

- Set clear performance goals and foster a culture of collaboration and accountability.

- Provide mentorship and guidance to team members, ensuring alignment with organizational objectives

Operational Execution:

- Oversee the development of a tech-enabled platform to manage insurance servicing.

- Streamline processes to ensure efficient coordination between telecallers, insurers, and service coordinators for claim processing and other services.

- Collaborate with the marketing team to design and execute campaigns that drive awareness and adoption of the solution.

Stakeholder Collaboration:

- Act as the primary point of contact for insurers, ensuring smooth partnerships and coordination for claims.

- Engage with internal stakeholders to align objectives and drive program success.

Financial and Regulatory Compliance:

- Prepare and manage the program's budget, ensuring cost efficiency and optimal resource utilization.

- Ensure adherence to all regulatory and compliance requirements within the insurance domain.