Head - Customer Service

2 days ago

Mumbai, Maharashtra, India Michael Page Full time
Opportunity to lead large teams for a leading life insurance company of reputeOpportunity to work closely with the senior management

About Our Client

Our client is a leading life insurance company of repute based out of Mumbai

Job Description

Manage and resolve customer complaints effectively and efficiently.Develop and implement strategies to improve customer service standards, policies and procedures.Supervise and lead a team of Customer Service Representatives.Regularly monitor, track and report on complaint handling operations.Lead transformation and technological initiatives related to complaint managementIdentify trends and insights in customer complaints to drive product and service improvements.Ensure compliance with regulatory requirements related to complaint handling in the insurance industry.Collaborate with different departments to resolve customer issues promptly.Lead initiatives for enhancing customer experience and satisfaction.

The Successful Applicant

A successful 'Head - Complaint Management' should have:

15-20 years of experience in client/customer redressal and operationsProfound knowledge and understanding of the insurance industry, especially life insurance.Technology oriented and adaptableStrong leadership skills to manage a diverse team effectively.Excellent problem-solving and decision-making skills.Ability to manage and resolve customer complaints promptly and professionally.Effective communication skills to liaise with different departments and stakeholders.Compliance awareness regarding regulatory requirements in the insurance industry.

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