Chief Manager-Customer & Retention | Life Insurance

Lavya Associates HR Services; Gurugram District; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

Lavya Associates HR Services is assisting in locating a Chief Manager- Customer Retention for a leading Life Insurance Company in Gurgaon. The role focuses on designing and executing a Hybrid Contact Center model that blends human agents with digital channels such as bots, IVR, and WhatsApp journeys.

Key responsibilities include leading deployment of automation, identifying processes for redesign, and driving a customer-first culture while mentoring a team of specialists and collaborating with

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.