Magma HDI General Insurance

3 weeks ago

Mumbai, India Magma general Insuarnce Full time

Manager - Customer ServiceDepartment: Customer Service & TelesalesLocation: Mumbai (Nahur)Grade/Level: ManagerRole Overview- The Manager - Customer Service is responsible for leading the customer service and telesales teams, ensuring superior customer satisfaction, efficient issue resolution, and continuous process improvement.- This role demands strong leadership and analytical abilities to maintain service excellence across multiple channels.Key Responsibilities:Customer Experience Management:- Oversee day-to-day operations of the customer service team across calls, emails, and chat.- Ensure timely and effective resolution of customer inquiries and complaints.- Analyze customer feedback and develop strategies for service improvement.- Track and monitor key performance metrics such as TAT, CSAT, and resolution rate.Team Leadership & Performance Management:- Lead and mentor team members to deliver exceptional customer service.- Conduct regular coaching, training, and performance reviews.- Ensure adherence to company policies, processes, and compliance requirements.Process Optimization & Reporting:- Identify workflow inefficiencies and implement corrective actions.- Collaborate with Process Excellence, Claims, Underwriting, and Sales teams to improve customer journeys.- Conduct daily huddles, weekly reviews, and Monthly Business Review (MBR) meetings.- Prepare performance reports and insights for management review.Qualifications & Experience:- Graduate / Postgraduate (MBA preferred).- 6-8 years of experience in Customer Service roles, preferably in General Insurance.- Proven track record of leading large customer service or call center teams.- Strong knowledge of CRM systems, complaint management, and service analytics.- Excellent communication, leadership, and problem-solving skills.Reporting Structure:Reports To: Head - Customer Experience & TelesalesDirect Reports: Deputy Manager / Assistant Manager (ref:iimjobs.com)

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