Tuta Insurance Brokerage - Head - Customer Service

Responsible for end-to-end customer service across all channels - voice, digital, email, and in-person. Owns service delivery, complaint resolution, and customer experience KPIs. Ensures compliance with IRDAI regulations and leads digital servicing initiatives.

Key Responsibilities:

• Lead the customer service function across call centres, email, digital, and social channels
• Ensure timely and accurate service for policy issuance, endorsements, claims, renewals, and complaints
• Own key metrics: TAT, FTR (First Time Resolution), NPS, CSAT, and regulatory SLAs
• Drive automation and self-service across platforms (IVR, chatbot, WhatsApp, portals)
• Ensure IRDAI-compliant grievance redressal, documentation, and audits
• Work with Product, Tech, Claims, and Ops to fix service gaps and improve customer journeys
• Lead and upskill the servicing team across locations
• Report regularly to the CEO and senior management on customer trends and improvement actions

Requirements:

• Strong background in general insurance customer service
• Experience managing large, multi-channel teams
• Familiar with regulatory requirements and digital service tools
• Strong execution, communication, and problem-solving skills