Associate Manager - Customer Services

HDFC Life; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

HDFC Life is seeking an Associate Manager to oversee customer grievance handling and collaboration across departments. You will analyze root causes, ensure adherence to SOPs and TATs, and drive improvements in end-to-end processes for a better customer experience.

The role involves coordinating with vendors and cross-functional teams to identify gaps and implement effective solutions while maintaining MIS updates and stakeholder communications.

Responsibilities

• Handle customer communications and provide root cause analysis.
• Ensure timely process completion by adhering to pre-defined TATs and SOPs.
• Collaborate with cross-functional departments to ensure a smooth customer experience.
• Identify process gaps and implement changes for overall improvement.
• Manage complex cases to ensure customer satisfaction.
• Manage and update MIS as per predefined guidelines to ensure efficient departmental operations.
• Manage communications with internal stakeholders according to established guidelines.

Job description

Support (19)

Operations (45)

Function

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What are we looking for?

As an Associate Manager, this role involves managing customer grievances by providing root cause analysis and adhering to pre-defined Standard Operating Procedures (SOPs) and Turnaround Times (TATs). You will coordinate with vendors and cross-functional departments to identify process gaps and implement effective solutions.

What does the job entail?

Handle customer communications and provide root cause analysis.

Ensure timely process completion by adhering to pre-defined TATs and SOPs.

Collaborate with cross-functional departments to ensure a smooth customer experience.

Identify process gaps and implement changes for overall improvement.

Manage complex cases to ensure customer satisfaction.

Manage and update Management Information Systems (MIS) as per predefined guidelines to ensure efficient departmental operations.

Manage communications with internal stakeholders according to established guidelines.