Insurance Dekho - Head - Customer Excellence

Head Customer Excellence

Who are we?

Insurance Dekho, India's leading and fastest growing Insurtech player by Girnar Insurance Brokers Private Limited (Cardekho Group).

An online platform lets you compare and buy insurance quotes from top-rated insurance companies across Auto, Health, Life, Pet, General, Travel, and other insurance domains from multiple companies.

Our achievements so far:

- 6M+ happy customers

- Associated with 45+ insurers

- 1 lac + agent partners across PAN India

- 35k + claims served

- 4.7 rating on Google

- Presence in 1800 cities

- Covers 98% of pin codes across PAN India

- Certified great place to work

- Awarded the "Best in Class Insurtech Startup" by Global Fintech Awards 2022

Founders & Funding:

- Founded in 2016 and led by a powerful duo of Ankit Agrawal (Founder & CEO) & Ish Babbar (Co-Founder & CTO).

- We are backed by Goldman Sachs Asset Management, TVS Capital Funds, Mitsubishi UFJ Financial Group, BNP Paribas Cardif, and Ratan Tata and have raised ~$200 mn within this year. The Insurtech firm secured 60M USD in Series B round and 150M USD in Series A funding round, the largest ever Series A round by an Insurtech company in Southeast Asia.

- InsuranceDekho has come a long way. At present, it has a partner presence in 1800 + cities and covers more than 98% of pin codes across India. Over the last few months, We have built an impressive partner ecosystem with more than 1 Lac partner across India and plans to onboard 2,00,000 advisors by FY24. This is your chance to be part of the revolution - we are inviting applications for our in-house Head - Customer Excellence position.

Position: Head Customer Excellence

Reporting into:

Head of Operations, CE & Claims

Job Summary:

As the Customer Excellence Head, the incumbent will play a pivotal role in shaping and enhancing the overall customer experience at Insurance Dekho. One would be responsible for developing and implementing strategies that ensure exceptional customer satisfaction and loyalty. This role requires a combination of strategic thinking, leadership skills, and a deep understanding of customer needs in the Insurtech space.

Roles & Responsibilities:

- Team Leadership: Lead, mentor, and develop a high-performing team of customer service and social media escalation specialists. Foster a culture of continuous improvement, innovation, and accountability

- Customer and Partner Grievance Management: Develop and implement processes and systems to manage, investigate, and resolve customer and partner grievances promptly and effectively. Ensure compliance with regulatory requirements

- Social Media Escalation Handling: Monitor social media channels for customer escalations and promptly engage with customers to resolve issues. Develop strategies to mitigate reputational risks and enhance the brand's online image

- Data Analysis: Utilize data and analytics to identify trends and areas of improvement, enhancing the customer experience and service quality. Use data-driven insights to optimize departmental operations

- Process Improvement: Continuously assess and improve customer excellence processes, workflows, and standard operating procedures to streamline operations and enhance the customer experience

- Stakeholder Collaboration: Collaborate with other departments, including Marketing, Product Development, and Sales, to ensure a unified approach to addressing customer concerns and improving service quality

- KPI Management: Develop and manage key performance indicators (KPIs) to measure and track the department's performance, report on progress to senior management, and make data-driven decisions

- Compliance: Ensure that all customer excellence activities comply with industry regulations and standards

- Training and Development: Implement ongoing training and development programs for the team to enhance their skills and knowledge

Qualifications:

- Bachelor's degree in Business, Management, or a related field. A Master's degree is a plus.

- Proven experience (7+ years) in a senior customer service/ any functional leadership role.

- Exceptional leadership and management skills.

- Proficiency in data analysis and reporting.

- Excellent communication and interpersonal skills.

- Experience in social media management and escalations handling.

- In depth knowledge of customer service best practices and emerging trends.

- A passion for delivering outstanding customer experiences.