Assistant Customer Service Manager

Policybazaar.com; Ernakulam; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

GMC – Group Medical Coverage

Group Personal Accident Insurance

Gratuity

Wellness Programs

CSR initiatives

Job summary

Policybazaar.com is seeking an Assistant Manager - Operations (Customer Service) to oversee customer service operations, drive service quality, and maintain employee satisfaction. You will manage a team, drive process improvements, and collaborate with stakeholders to enhance customer experience.

The role requires strong leadership, problem-solving abilities, and experience in customer service management, with opportunities for growth and incentives.

Qualifications

• Leadership and team management experience
• Experience in managing customer service teams
• Ability to monitor performance and coach staff
• Strong problem-solving and communication skills
• Ability to drive customer service improvements
• Commitment to service excellence and audit compliance

Responsibilities

• Manage operations, ensuring timely SLA delivery and high employee and customer satisfaction.
• Establish and maintain client relationships to drive engagement and efficiency.
• Oversee team performance by setting goals, optimizing resources, and ensuring execution of strategies.
• Monitor staff schedules, attendance, and productivity for smooth operations.
• Conduct weekly and monthly client meetings to assess expectations and provide updates.
• Ensure closure of audit-related issues and compliance with standards.
• Identify and implement continuous process improvements to enhance efficiency.
• Coach and mentor Team Leads for better management and engagement.
• Address and resolve internal customer queries promptly.
• Act as primary point of contact for business-specific challenges and solutions.
• Take on special projects as per business requirements.

Skills

Team management

Employee development

Customer service expertise

Performance monitoring

Issue resolution

Job description

Position: Assistant Manager - Service

Level: Assistant Manager

About Policybazaar:

As India’s largest insurance broker, Policybazaar is committed to making insurance accessible and understandable for every Indian. Since 2008, we have been at the forefront of transforming the insurance sector by providing transparent, efficient, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users.

About the Job

As an Assistant Manager - Operations (Customer Service), you will be responsible for overseeing customer service operations, ensuring high-quality service delivery, and maintaining employee satisfaction. This role involves managing a team, driving process improvements, and collaborating with internal and external stakeholders to enhance customer experience. The ideal candidate should have strong leadership skills, problem-solving abilities, and experience in customer service management.

Roles and Responsibilities:

• Manage operations seamlessly, ensuring timely SLA delivery and high levels of employee and customer satisfaction.
• Establish and maintain client relationships to drive engagement and operational efficiency.
• Oversee team performance by setting goals, optimizing resources, and ensuring effective execution of strategies.
• Monitor staff schedules, attendance, and productivity to ensure smooth operations.
• Conduct weekly and monthly client meetings to assess expectations and provide updates.
• Ensure closure of audit-related issues and compliance with operational standards.
• Identify and implement continuous process improvements to enhance efficiency.
• Coach and mentor Team Leads for better team management and employee engagement.
• Address and resolve internal customer queries in a timely manner.
• Act as the primary point of contact for business-specific challenges and solutions.
• Take on special projects as per business requirements.

ISMS Responsibilities:

• Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users authorized by Function Heads;
• Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective;
• Ensure the safeguarding of information in their possession;
• Accepts responsibilities for the operation and protection of information assets; and
• Perform the work as delegated by the by the Function Head

Desires Skills and Experience:

• Team Management: Conduct meetings, performance reviews, and ensure employees meet performance targets.
• Employee Development: Hiring, coaching, and mentoring team members for success.
• Customer Service Expertise: Proven track record in managing customer service teams and operations.
• Performance Monitoring: Ability to calibrate employee performance, provide coaching, and ensure alignment with business objectives.
• Issue Resolution: Ability to identify and resolve performance-related challenges.
• Action-oriented, high integrity, and perseverance.
• Strong leadership and problem-solving skills.
• Ability to drive results and manage performance under pressure.
• Excellent verbal and written communication skills.
• Strong external and management reporting capabilities.

What do we offer?

• Opportunity to earn good incentives
• Endless growth opportunity
• GMC – Group Medical Coverage
• Group Personal Accident Insurance
• Gratuity
• Wellness Programs
• Give back to society through CSR
• Continuous talent enhancement program
• Childcare facility
• Tax Saving flexi benefits

We Are an Equal Opportunity Employer

At our company, we firmly believe in upholding the principles of Equal Employment Opportunity (EEO). We ensure that all individuals, regardless of their race, ethnicity, gender, age, religion, disability, or any other protected characteristic, have equal access to employment opportunities, fair treatment, and advancement within our organization.

Interested candidates can directly reach out to [e-mail] or 8368529190