About the Role:

The Assistant Manager Customer Success plays a pivotal role in managing a high-performing customer experience team that handles voice, email, and chat support across health insurance, claims, and policy servicing.

This role acts as a bridge between frontline execution and CX leadership by ensuring SLA adherence, service excellence, team development, and process improvement.

The Assistant Manager will drive day-to-day delivery, coach and mentor advisors, address escalations, and partner with internal and external stakeholders to elevate customer experience at scale.

Role Responsibilities:

Team Management & Performance:

- Lead, mentor, and manage a team of 1020 customer service advisors across calls, emails, and chat.

- Drive daily productivity, quality, and compliance against KPIs.

- Conduct regular 1:1s, performance reviews, coaching, and corrective action plans.

- Develop bench strength and succession planning for future leadership roles.

Service Delivery & SLA Ownership:

- Ensure consistent achievement of SLAs including:

- Answer Rate / Response Time.

- Resolution TAT.

- Quality Scores.

- CSAT / NPS.

- Act as the first level of escalation for complex customer situations.

- Monitor queue health, volumes, and backlog trends in real time.

Quality, Compliance & Customer Experience:

- Partner with Quality, Training, and Product teams for:

- Root Cause Analysis (RCA).

- Error reductions.

- Process adherence.

- Ensure compliance with IRDAI regulations, data privacy, and partner SLAs.

- Foster a customer-first, ownership-driven culture within the team.

Stakeholder & Partner Management:

- Coordinate with internal and external stakeholders including:

- Insurers & TPAs.

- Product & Operations teams.

- Brokers and HR/Admin stakeholders.

- Resolve customer-impacting delays and act as a representative of customer voice in internal discussions.

Reporting & Business Insights:

- Prepare and present:

- Daily/Weekly performance dashboards.

- SLA adherence reports.

- Aging & backlog analysis.

- Escalation and complaint trends.

- Use data insights for predictive staffing, workload balancing, and process improvements.

Process Excellence & Continuous Improvement:

- Identify gaps in SOPs and support enhancements.

- Lead workflow improvements, automation initiatives, and documentation updates.

- Support UATs, migrations, tool adoption, and new launches.

Role Requirements:

- Graduate/Postgraduate in any discipline.

- 4-7 years of total experience in customer operations/contact center.

- Minimum 1-3 years of experience in a Team Lead / Assistant Manager role.

- Experience in health insurance/insurtech/BFSI or high-volume customer operations preferred.

- Hands-on experience with Excel, data analysis, and CRM tools (Zendesk/Freshdesk/Salesforce).

- Strong communication skills (verbal and written).

- Strong people leadership, stakeholder management, and crisis handling.

- High ownership, data-driven decision making, and ability to operate in a fast-paced environment.