KEY RESPONSIBILITIES :
Customer Onboarding Journey
Own the end-to-end onboarding journey from policy issuance to welcome calling
Identify friction points across issuance, documentation, first-contact communication, welcome calling and early-stage servicing, and drive corrective actions.
Improve onboarding experience through journey redesign, digital enablement, automation and process simplification.
Partner with technology, operations, underwriting, sales and product teams to deliver consistent and customer-friendly onboarding processes.
Track onboarding SLAs, customer drop-offs, quality metrics and complaint themes, and implement interventions to improve outcomes.
Contact Center Process Management
Lead customer experience and process governance for RM and contact center interactions linked to onboarding, servicing and retention.
Define service standards, call flows, scripts, escalation protocols and quality frameworks for customer-facing teams.
Drive improvements in call handling, query resolution, complaint management and first-contact effectiveness.
Ensure RM and contact center teams are aligned on customer commitments, compliance standards and service quality expectations.
Work with training and quality teams to strengthen capability building, calibration and performance management.
Governance, Compliance Controls
Ensure all customer-facing journeys and processes comply with internal policies, regulatory guidelines and market conduct requirements.
Monitor service delivery, issue trends and process adherence across onboarding and contact center channels and do detailed RCA on customer complaints, process failures and quality issues, and drive closure through structured action plans.
Create and maintain MIS, dashboards and review forums for leadership visibility on customer experience and conduct metrics.
Support audits, reviews and compliance assessments related to customer experience and conduct management.
Market Conduct Metrics
Own and drive improvement in key market conduct parameters including Persistency, Free Look Cancellation (FLC) and GIR.
Analyze customer behavior, process leakages, communication gaps and operational triggers impacting these metrics.
Design and execute targeted interventions across onboarding, calling strategy, customer education and awareness , reminder journeys etc.
Build governance model to drive structural solves wrt processes and tech. Partner with business , ops and analytics teams to improve customer retention and improve health metrics
Transformation Continuous Improvement
Identify opportunities for automation, digital interventions and journey redesign to improve customer experience and operational efficiency.
Lead cross-functional projects to improve onboarding effectiveness, contact center productivity and conduct outcomes.
Use customer feedback, VOC, complaints data and operational insights to prioritize improvement areas.
Embed a culture of continuous improvement through data-led decision making, process discipline and customer-centric thinking.
Measures of Success
RM scorecard metrics
Improvements and target achievement on market conduct parameters
Digital Customer NPS
Enhanced collaboration across customer experience, operations, salesand technology functions
Improved effectiveness of contact center interactions during early policy lifecycle.
Strong governance, reporting and control mechanisms around customer experience and market conduct.
Experience:
Postgraduate /MBA
Past experience of managing large sized teams
Experience in customer lifecycle management, retention, contact center governance or market conduct management.
Exposure to automation, CRM journeys, VOC and digital customer experience initiatives.
Knowledge /Competencies
Strong experience in customer experience, operations or service delivery within life insurance / BFSI
Prior experience of working with cross functional teams
Internal stakeholder management
Atleast 12+ years of work experience in Life Insurance
