Head - Customer Support - Health Insurance

MBA with 10+ years of experience.

Your Responsibilities

- You will formulate the long term and short term organizational strategy and business plan

- You will manage diverse operational levels, interacting with management ranks and customers, ensuring superior performance with minimum error rates for better customer experience

- You need to communicate, implement and ensure compliance of regulatory policies and guidelines.

- You will be driving new initiatives on customer centricity through the outsourced contact center set up, putting quality metrics and control MIS in place for continuous monitoring and control.

- You need to coordinate with external/internal agencies for developing customer service training content.

- You will be organizing & moderating brain storming session to arrive at best - Business Continuity Plan

- You will be Spearheading CRM improvement initiatives for better customer relationship management.

- You will work with Operations, IT, Underwriting, Claims and Accounts for designing efficient service cycle.

- You need to ensure the highest service standards are maintained for customer servicing and with minimum TAT

- You will be incorporating new work flows that help/would help reduce resolution TATs and enhance customer experience

- You will be responsible for root cause analysis for customer's pain points and process re-engineering for closures

- You will be responsible for data analytics, trend analysis, reviews and flagging off concern areas to relevant stakeholders