Assistant Customer Service Manager

Policybazaar.com; Mumbai; On-site; INR 650,000 - 1,000,000; Full time

Benefits offered by this job

Opportunity to earn good incentives

Endless growth opportunity

GMC – Group Medical Coverage

Gratuity

Wellness Programs

Tax Saving flexi benefits

Incentives

Growth Opportunities

Job summary

A leading insurance brokerage in Mumbai is seeking an experienced Assistant Manager - Operations (Customer Service) to oversee customer service operations, ensuring high-quality service delivery and maintaining employee satisfaction. Responsibilities include managing a team, establishing client relationships, and driving process improvements. The ideal candidate should possess strong leadership skills, problem-solving abilities, and a proven track record in customer service management. Join us for endless growth opportunities and incentives.

Qualifications

• Proven track record in managing customer service teams and operations.
• Strong external and management reporting capabilities.
• Excellent verbal and written communication skills.
• Performance Monitoring: calibrate performance, coach, align with objectives.
• Issue Resolution: identify and resolve performance-related challenges.
• Strong leadership and problem-solving skills.
• Ability to drive results under pressure.
• Excellent verbal and written communication skills.
• External and management reporting capabilities.

Responsibilities

• Manage operations seamlessly, ensuring timely SLA delivery and high satisfaction.
• Ensure closure of audit-related issues and compliance with standards.
• Identify and implement continuous process improvements to enhance efficiency.
• 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.

Skills

Team Management

Customer Service Expertise

Strong leadership

Problem-solving skills

Performance Monitoring

Leadership

Results Orientation

Verbal & Written Communication

Reporting

Job description

As Indias 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.

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
• Gratuity
• Wellness Programs
• Give back to society through CSR
• Continuous talent enhancement program
• 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 reach out at [e-mail] or 8368529190