Customer Service Manager

Policybazaar.com; Gurugram District; On-site; INR 1,500,000 - 3,000,000; Full time

Benefits offered by this job

Incentives

Growth opportunities

GMC – Group Medical Coverage

Gratuity

Wellness Programs

CSR initiatives

Continuous talent enhancement program

Tax Saving flexi benefits

Job summary

Policybazaar.com, India's largest insurance broker, is hiring a Manager - Operations (Customer Service) to oversee customer service delivery, lead a team, and drive process improvements across the function. The role emphasizes SLA delivery, client relationships, and staff performance with a focus on audit and ISMS compliance.

You will coach team leads, manage escalation of queries, and collaborate with internal and external stakeholders to enhance the customer experience.

Qualifications

• Team Management: Conduct meetings, performance reviews, and ensure employees meet 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: Calibrate employee performance, coach, and align with objectives.
• Issue Resolution: 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.

Responsibilities

• Manage operations, ensuring timely SLA delivery and high satisfaction.
• Establish and maintain client relationships to drive engagement and efficiency.
• Oversee team performance by setting goals and optimizing resources.
• Monitor staff schedules, attendance, and productivity.
• Conduct weekly and monthly client meetings and provide updates.
• Ensure closure of audit-related issues and compliance with standards.
• Identify and implement continuous process improvements.
• Coach and mentor Team Leads for better management.
• Address and resolve internal customer queries promptly.
• Act as the primary point of contact for business challenges.
• Take on special projects as required.

Skills

Team Management

Employee Development

Customer Service

Performance Monitoring

Issue Resolution

Leadership

Communication

Reporting

Job description

As India’s 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 a 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.

ISMS Responsibilities:

• Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users authorized by Function Heads;
• Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective;
• Ensure the safeguarding of information in their possession;
• Accepts responsibilities for the operation and protection of information assets; and
• Perform the work as delegated by the by the Function Head

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.