Head - Customer Service - Life Insurance

Role Overview:

Responsible for managing all customer service and operational processes after policy issuance. The role will oversee post-onboarding customer operations, including call centre management, grievance handling, policy endorsements, customer requests, and other post-issuance servicing activities.

The role requires strong operational leadership, customer-centricity, process management, and the ability to drive service quality, efficiency, and regulatory compliance.

Key Responsibilities:

• Lead and manage the Customer Service function covering all post-policy issuance and customer servicing activities.
• Oversee call centre operations, including customer queries, service requests, complaints, and resolution turnaround time.
• Manage the complete grievance handling process, ensuring timely and effective resolution of customer complaints.
• Oversee policy endorsements and post-issuance policy servicing, ensuring accuracy and timely completion.
• Manage various post-onboarding customer processes, including policy modifications, service requests, documentation, renewals and other customer requirements.
• Develop and implement SOPs, service standards and processes to improve customer experience and operational efficiency.