Chief Manager-Customer & Retention | Life Insurance

Lavya Associates HR Services; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lavya Associates HR Services is seeking a Chief Manager- Customer Retention for a leading Life Insurance company in India. The role aims to design a Hybrid Contact Center model combining human and digital channels, including bots, IVR and chat systems, to enhance customer retention and experience.

You will supervise deployment of chatbots, voicebots, IVR automation, and analytics, while guiding a team of specialists and coordinating with Operations, IT, Finance, and Compliance to deliver

Responsibilities

• Design and implement a Hybrid Contact Center Model integrating human-assisted and digital channels (bots, IVR, Humanoid calling, WhatsApp enablement, web journeys).
• Lead deployment of Chatbots, Voicebots, IVR automation, workflow engines, and RPA initiatives.
• Identify manual, repetitive processes for redesign and automation.
• Implement speech analytics, automated quality monitoring, and agent performance dashboards
• Improve distribution and agent engagement using digital workflows and communication tools.
• Coordinate with internal teams (Operations, Finance, IT, Product, Compliance).
• Manage and mentor a team of specialists/project managers.
• Drive a culture of innovation, ownership, performance, and customerfirst mindset within the team.

Job description

Job Summary

We have an Urgent Opening for the Position of Chief Manager- Customer Retention in Leading LIfe Insurance Company.

Responsibilities

• Design and implement a Hybrid Contact Center Model integrating human-assisted and digital channels (bots, IVR, Humanoid calling, WhatsApp enablement, web journeys).
• Lead deployment of Chatbots, Voicebots, IVR automation, workflow engines, and RPA initiatives.
• Identify manual, repetitive processes for redesign and automation.
• Implement speech analytics, automated quality monitoring, and agent performance dashboards
• Improve distribution and agent engagement using digital workflows and communication tools.
• Coordinate with internal teams (Operations, Finance, IT, Product, Compliance).
• Manage and mentor a team of specialists/project managers.
• Drive a culture of innovation, ownership, performance, and customerfirst mindset within the team.