Magma General Insurance - Manager - Customer Service

Manager - Customer Service

Department: Customer Service & Telesales

Location: Mumbai (Nahur)

Grade/Level: Manager

Role Overview

- The Manager - Customer Service is responsible for leading the customer service and telesales teams, ensuring superior customer satisfaction, efficient issue resolution, and continuous process improvement.

- This role demands strong leadership and analytical abilities to maintain service excellence across multiple channels.

Key Responsibilities:

Customer Experience Management:

- Oversee day-to-day operations of the customer service team across calls, emails, and chat.

- Ensure timely and effective resolution of customer inquiries and complaints.

- Analyze customer feedback and develop strategies for service improvement.

- Track and monitor key performance metrics such as TAT, CSAT, and resolution rate.

Team Leadership & Performance Management:

- Lead and mentor team members to deliver exceptional customer service.

- Conduct regular coaching, training, and performance reviews.

- Ensure adherence to company policies, processes, and compliance requirements.

Process Optimization & Reporting:

- Identify workflow inefficiencies and implement corrective actions.

- Collaborate with Process Excellence, Claims, Underwriting, and Sales teams to improve customer journeys.

- Conduct daily huddles, weekly reviews, and Monthly Business Review (MBR) meetings.

- Prepare performance reports and insights for management review.

Qualifications & Experience:

- Graduate / Postgraduate (MBA preferred).

- 6-8 years of experience in Customer Service roles, preferably in General Insurance.

- Proven track record of leading large customer service or call center teams.

- Strong knowledge of CRM systems, complaint management, and service analytics.

- Excellent communication, leadership, and problem-solving skills.

Reporting Structure:

Reports To: Head - Customer Experience & Telesales

Direct Reports: Deputy Manager / Assistant Manager