ORM Manager | BFSI Insurance | Gurgaon | 4+ yrs

Michael Page; Gurgaon; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Leadership exposure

Dynamic work environment

Strong career progression

Job summary

A leading recruitment firm is seeking an experienced ORM Specialist to enhance digital customer service. This role involves managing customer grievances, defining the tone of voice for interactions, and mentoring a team of responders. Ideal candidates will possess over 4 years of experience in ORM or Digital Customer Service, particularly in the BFSI or fintech sectors. Strong analytical skills and proficiency in ORM tools are essential. The position offers significant leadership exposure and opportunities for career growth.

Qualifications

• 4+ years of experience in ORM / Digital Customer Service, preferably in BFSI or insurance.
• Strong understanding of social media platforms and analytics.
• Ability to handle high-pressure and sensitive situations.

Responsibilities

• Own the lifecycle of customer grievances from acknowledgment to resolution.
• Define brand tone of voice for digital interactions.
• Lead a team of first-level responders ensuring quality.

Skills

ORM / Digital Customer Service

Communication

Analytical Skills

Stakeholder Management

Execution and Closure

Tools

ORM tools (e.g., Sprinklr)

Ticketing systems

Job description

• Build & own the ORM function from the ground up, driving processes and strategy
• Work with a leading player in the insurance space with strong growth trajectory

About Our Client

A leading, publicly listed player in the insurance space, known for its strong digital-first approach and customer-centric philosophy. The organization has built a robust nationwide presence with a large partner ecosystem and consistently high claim settlement performance.

Job Description

• Own end-to-end lifecycle of customer grievances raised across digital platforms-from acknowledgment to final resolution
• Define and standardize brand tone of voice across all digital customer interactions
• Ensure seamless conversion of social media posts/comments into trackable internal tickets
• Monitor ticket queues, drive SLA adherence, and ensure timely closures through rigorous follow-ups
• Lead and mentor a team of first-level responders; ensure quality and accuracy of responses
• Act as a bridge between customers and internal teams (Claims, Renewals, Legal, Underwriting) to drive faster resolutions
• Identify and escort high-risk or sensitive cases; manage crisis situations and protect brand reputation
• Build and maintain a crisis response playbook for digital escalations
• Generate weekly reports on ticket volumes, TAT, and aging; conduct root cause analysis to identify recurring issues
• Collaborate with internal teams to plug service gaps and improve overall customer experience
• Drive positive sentiment by identifying promoters and enabling testimonials
• Create "customer delight" moments through proactive and personalized resolution approaches

The Successful Applicant

• 4+ years of experience in ORM / Digital Customer Service, preferably in BFSI, insurance, or fintech
• Strong understanding of social media platforms, ORM tools (e.g., Sprinklr), and ticketing systems
• Excellent communication skills with the ability to handle high-pressure and sensitive situations
• Strong ownership mindset with a focus on execution and closure
• Proven ability to manage stakeholders and influence cross-functional teams
• Analytical mindset with experience in reporting and root cause analysis

What's on Offer

• Opportunity to work with a high-growth, customer-first organization in the BFSI space
• High visibility role with direct impact on brand reputation and customer experience
• Leadership exposure with cross-functional collaboration
• Dynamic and fast-paced work environment with strong career progression