Manager

HDFC ERGO General Insurance; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HDFC ERGO General Insurance in India seeks a Manager to lead Customer Communications across touchpoints, ensuring clarity, accuracy, and actionability in renewal, claims, endorsements, and cancellation communications.

You will oversee a centralized library of all customer templates for all lines of business, keep templates version-controlled, and coordinate with Compliance and Marketing to align with brand guidelines and regulatory requirements.

Qualifications

• Must hold a graduate degree or equivalent.

Responsibilities

• Customer communication review, refine, and maintain across touchpoints (SMS, email, WhatsApp, IVR/chatbot prompts, physical letters, etc.) to ensure clarity, accuracy, and actionability.
• Create or modify customer communication for various processes (renewals, claims, endorsements, cancellation, etc.) based on business requirements.
• Oversee the development and maintenance of a comprehensive, centralized library of all customer communications for all LOBs (across modes of communication).
• Ensure all communication templates are updated, version-controlled, and easily accessible for internal stakeholders.
• Conduct periodic review of customer lifecycle journey communication templates and implement necessary changes, whenever required.
• Engagement communication calendar development including festival/occasion greetings, regulatory communications, and customer-centric themes.
• Drive monthly execution of the calendar by coordinating creation, review, and trigger of communication to customers.
• Work closely with Compliance and Marketing teams to ensure all communication is approved, aligned with brand guidelines, and supported with the right templates.
• Ensure timely and accurate targeting by collaborating with relevant teams to identify the correct customer segments for each communication.
• Monitor delivery and performance of engagement communication, identifying gaps and improvement opportunities.

Education

Any Graduate

Job description

New Job Title Manager

No. Of Openings 1

Employment Type Permanent

Company HDFC ERGO General Insurance

Legal Entity HDFC ERGO General Insurance

Country India

Region West

State Maharashtra

Branch Code 2124

Type of Office Corporate

Business Zone West

Job Role Customer Service Representative

Skills

Skill

Any Graduate

Job Description

Customer Communication

Review, refine, and maintain customer communication across all touchpoints (SMS, email, WhatsApp, IVR/chatbot prompts, physical letters, etc.) to ensure clarity, accuracy, and actionability.

Create or modify customer communication for various processes (renewals, claims, endorsements, cancellation, etc.) based on business requirements.

Library of Communication

Oversee the development and maintenance of a comprehensive, centralized library of all customer communications for all LOBs (across modes of communication).

Ensure all communication templates are updated, version-controlled, and easily accessible for internal stakeholders.

Conduct periodic review of customer lifecycle journey communication templates and implement necessary changes, whenever required.

Engagement Communication

Develop an annual engagement communication calendar, covering festival and occasion-based greetings, regulatory/mandatory communications, and customer-centric engagement themes.

Drive monthly execution of the calendar by co-ordinating creation, review, and trigger of communication to customers.

Work closely with Compliance and Marketing teams to ensure all communication is approved, aligned with brand guidelines, and supported with the right creative templates.

Ensure timely and accurate targeting by collaborating with relevant teams to identify the correct customer segments for each communication.

Monitor delivery and performance of engagement communication, identifying gaps and improvement opportunities.