CSM (Client Servicing Manger )

Kotak Life Insurance; Kolkata District; On-site; INR 400,000 - 500,000; Full time

Job summary

Kotak Life Insurance invites applications for a Client Servicing Manager (CSM) to oversee branch operations, customer servicing and MIS reporting at the Kolkata branch. The role focuses on processing transactions, ensuring accuracy, and maintaining documentation per TATs.

The candidate will drive cross-sell opportunities, support renewal collections, and coordinate with Sales, Underwriting, and HO teams to deliver exceptional service and enhance customer engagement.

Qualifications

• Graduates with experience in operations and MIS.
• Experience in client management and handling operations tasks.
• Proficiency in advanced Excel and MIS reporting is preferred.

Responsibilities

• Manage branch operations including processing, servicing and documentation per defined TATs.
• Identify cross-sell opportunities and generate leads for sales and related offerings.
• Support renewal collections and maintain renewal and lapse records to boost persistency.
• Deliver excellent customer service and engagement at branch level.
• Coordinate with internal teams for smooth operations and compliance with guidelines.

Skills

Operations management

Client management

MIS

Education

Graduate

Tools

Advanced Excel

MIS reporting

Job description

We are Hiring !!

Kotak Life Insurance is giving an opportunity to apply in CSM ( Client servicing Manager )

Eligibility criteria -

• - Any Graduated
• - Advance Excel
• - Having experience in Operation, MIS, Client Management.
• - prefers women
• - 1+ year of experience in operations and MIS

Key Responsibilities

Branch Operations

• Process new business, servicing, and policy-related transactions as per defined TATs.
• Handle customer walk-ins and provide effective resolution to service requests.
• Ensure accurate documentation, policy issuance support, and record maintenance.
• Maintain compliance with company policies, IRDAI guidelines, and audit requirements.
• Coordinate with Sales, Underwriting, Customer Service, and HO teams for operational support.
• Support branch administration activities and MIS reporting requirements.

Cross-Sell Support

• Identify cross-sell opportunities from customer interactions and existing policyholder base.
• Generate and share leads with the sales team for insurance and related product offerings.
• Promote digital servicing and customer engagement initiatives.

Persistency Management

• Support renewal premium collection activities to improve branch persistency.
• Track due renewals and coordinate customer reminders.
• Assist sales teams in achieving renewal and retention targets.
• Maintain renewal and lapse management records.

Collections

• Follow up with customers for pending premium payments and outstanding collections.
• Support collection drives and branch-level campaigns.
• Maintain collection trackers and provide regular updates to branch leadership.
• Coordinate with internal stakeholders for closure of collection-related cases.

Customer Service & Engagement

• Deliver a superior customer experience during all customer interactions.
• Resolve customer queries promptly and professionally.
• Support branch-level customer engagement initiatives and campaigns.

Key Performance Indicators (KPIs)

• Branch Operations TAT adherence
• Error-free transaction processing
• Customer service quality scores
• Cross-sell lead generation
• Persistency and renewal collection support
• Collection target achievement
• Compliance and audit scores
• Process adherence and productivity metrics