IndiaFirst Life Insurance Company - Assistant Vice President - Customer Service

About the job:

- As an AVP - Customer Service, you will lead the Priority Desk at India First Life Insurance, managing service delivery for High Net Worth (HNI) customers.

- You will be responsible for delivering seamless customer experiences across inbound, email, and digital channels.

- Additionally, you oversee GIFT City customer service operations and play a key role in driving automation, enhancing self-service capabilities, and co-developing the HNI value proposition to support customer retention and satisfaction.

- 10+ years of experience in customer service, preferably within the life insurance or financial services industry

Priority Desk Management:

- Lead and manage the Priority Desk team handling queries, complaints, and requests of HNI customers.

- Ensure high standards of service quality and response time aligned with customer expectations and regulatory norms.

- Monitor key metrics such as NPS, FCR, and TAT to identify and close performance gaps.

- Collaborate with cross-functional teams to enhance the customer journey at every touchpoint.

- Analyze feedback, customer data, and trends to identify opportunities for service improvement.

HNI Value Proposition Development:

- Contribute to designing and refining the HNI customer value proposition, including differentiated service models, loyalty initiatives, and exclusive service offerings.

- Engage in market benchmarking and feedback analysis to evolve the proposition.

GIFT City Operations:

- Oversee end-to-end customer service operations for GIFT City business, ensuring compliance, timely resolution, and seamless service for international clients.

Automation & Self-Service Projects:

Drive digital transformation initiatives focused on automation and AI-based solutions to enhance service efficiency.

- Work closely with product, IT, and operations teams to improve self-service platforms (IVR, WhatsApp, Website, Chatbot, etc.).

Education

- Graduate/Postgraduate in Business Administration, Insurance, or a related field

What are the role's deliverables/goals?

Achieve and sustain key service KPIs:

- NPS (Net Promoter Score)

- FCR (First Contact Resolution)

- Request TAT (Turnaround Time) and Query resolution TAT

- Quality

- Occupancy

- Efficient Management of the Priority Desk

- Establish governance processes, timely reporting, and issue resolution mechanisms.

- Drive Automation & Self-Service Initiatives

- Develop & Implement HNI Value Proposition