Europ Assistance - Assistant Manager - Operations - Personal Lines Concierge Services

Role: Assistant Manager - Operations

Location: Mumbai

Employment Type: Full-time

Role Summary

The Assistant Manager - Operations will manage end-to-end service delivery for Personal Lines Concierge Services, ensuring a premium, high-touch experience for HNI/luxury customers. This role will lead a customer support/service operations team, oversee multiple clients/programs, drive process improvements, and manage MIS/Power BI reporting, data governance, and escalation resolution while maintaining best-in-class customer satisfaction and SLA adherence.

Key Responsibilities

1) Operations & Service Delivery Management

- Own day-to-day operations for Personal Lines concierge programs, ensuring seamless execution across customer journeys.

- Manage multiple clients/programs simultaneously with clear delivery governance, prioritization, and performance tracking.

- Drive adherence to SLAs/TATs and ensure consistent quality across all service interactions.

- Partner with internal stakeholders (Sales/Claims/Underwriting/Vendors) to ensure resolution and service continuity.

2) Client Servicing & HNI/Luxury Customer Handling

- Deliver an elevated concierge experience for HNI/luxury customers with strong service orientation and proactive communication.

- Manage client servicing and client handling with a focus on relationship management, responsiveness, and high customer empathy.

- Handle sensitive cases with discretion and ensure high-quality closure and customer delight.

3) Escalation Management

- Take ownership of customer escalations, root-cause issues, and implement corrective/preventive actions (CAPA).

- Build structured escalation frameworks, response templates, and turnaround governance.

- Coordinate with cross-functional teams to resolve high-impact issues while protecting customer experience.

4) Reporting, MIS & Data Management (Power BI Focus)

- Own MIS and reporting including Power BI dashboards for service performance (SLA, TAT, backlog, productivity, CSAT, escalations).

- Ensure accuracy and consistency of operational data; build structured trackers and data hygiene processes.

- Share actionable insights and recommendations through weekly/monthly reporting and review forums.

5) Process Improvements & Strategic Business Management

- Drive continuous process improvements to reduce repeat escalations, improve turnaround time, and enhance service quality.

- Conduct brainstorming sessions / ideation workshops with team and stakeholders to improve workflows and customer experience.

- Contribute to strategic business management by identifying operational risks/opportunities and proposing scalable solutions.

6) Project Management & Stakeholder Coordination

- Support and lead operational projects (process redesign, tool enhancements, automation, quality frameworks).

- Work closely with product, tech, compliance, and vendor partners to deliver operational outcomes.

- Ensure project milestones, documentation, and change management are executed effectively.

7) Team Leadership (Customer Support Team Management)

- Manage and develop a customer support/concierge team: staffing, workload allocation, performance coaching, and training.

- Set goals, review performance metrics, and drive team engagement and service excellence culture.

- Ensure SOP adherence, audit readiness, and consistent service standards.

Key Skills & Competencies

- Strong capability in client servicing, client handling, and escalation management

- Proven experience managing customer support teams (service delivery operations)

- Strong in MIS/Power BI reporting, dashboards, operational analytics, and data management

- Experience handling HNI / luxury segment customers/ Client with high empathy and professionalism

- Strong project management and cross-functional coordination skills

- Process mindset: SOPs, RCA, CAPA, continuous improvement

- Excellent communication, stakeholder management, and problem-solving ability

Preferred Experience & Qualifications

- Graduate/Postgraduate (MBA preferred).

- 6-7 years in operations/service delivery (insurance/personal lines preferred; concierge/high-touch service a plus).

About Generali/ Europ Assistance:

Europ Assistance, is a 100% wholly owned subsidiary of the Generali Group - one of the largest insurance companies in the world and the 2nd largest in Europe. Europ Assistance protects and watches out for more than 300 million people around the world with its products and services. With 8,200 staff and 44 companies and branches in 33 countries taking action in the field, the Group has developed an international, on-the-spot system to enact its innovative, everyday vision of its Care Services, supported by a close-knit network of 425,000 partners. The development of Care Services is an opportunity to reassert the meaning we give to our business lines: a strong sense of being there; acting effectively when needed for our customers in everyday life and exceptional circumstances alike.