Policybazaar - Program Manager - Customer Experience
Posted 6 days ago
Posted 6 days ago
Program Manager - Customer Experience
Description:
Policybazaar is Indias leading digital insurance and financial services platform, trusted by millions to compare, buy and manage insurance online.
Since its inception in 2008, Policybazaar has transformed the way Indians access insurance with transparent product choices, seamless digital processes, and customer-centric services.
Recognized as a Great Place to Work for multiple years, Policybazaar fosters a collaborative, data-driven, and high-performance environment where people can grow their careers while making a meaningful impact on financial security for millions.
Job Description:
Program Manager/ Business & Operations Leader -Pre-Issuance, Post-Issuance Service & Upsell.
Location: Hyderabad (6-day work week).
Function: Business Operations.
Reporting To: Head of Operations / Senior Leadership.
Role Overview:
As the Business & Operations Leader, you will own the operations floor for Pre-Issuance, Post-Issuance Service, and Upsell teams in Hyderabad.
You will be accountable for driving operational excellence, owning key performance metrics, and ensuring seamless execution across the customer lifecyclefrom issuance facilitation to service delivery and upsell conversions.
This role blends strategic oversight with hands-on operational leadership.
You will lead, coach, and develop a high-performing team while embedding a culture of ownership, customer obsession, and continuous improvement.
Key Responsibilities:
1) Operational Ownership:
- Lead daily operations for Pre-Issuance (policy issuance facilitation), Post-Issuance Service, and Upsell functions.
- Ensure SLAs and service standards are consistently met or exceeded.
- Drive operational rhythms: daily huddles, weekly reviews, and cross-functional alignment meetings.
2) Metric Ownership:
- Pre-Issuance: Own Policy Issuance outcomes, ensuring timely and accurate policy delivery.
- Post-Issuance: Drive Customer Satisfaction (CSAT) for service delivery and issue resolution.
- Upsell: Lead Upsell revenue and growth.
- Monitor and analyze core input metrics including:
i. Connectivity, attempts, talk time.
ii. Tickets resolved and first-time resolution rates.
iii. Conversion rates for upsell campaigns.
iv. Agent productivity and efficiency KPIs.
3) Team Leadership & Development:
- Build, mentor and manage a team of operations and service professionals.
- Coach teams to interpret data insights and translate them into performance improvements.
- Foster a culture that is data-driven, customer-centric, and high-performing.
4) Cross-Functional Collaboration:
- Partner with Tech, Quality, HR, and Analytics teams to optimize processes and tools.
- Work with the learning & development team to upskill agents on product knowledge and service excellence.
- Collaborate with senior leadership on strategic priorities and operational planning.
Were seeking a dynamic leader with a blend of operational grit, analytical prowess, and people-centric leadership:
Must-Have Qualifications & Experience:
- Graduate or Post-Graduate degree from a Tier-1 institution.
- 4 to 6 years of professional experience in Sales/Operations/Business Operations roles.
- Prior experience owning metrics and managing performance outcomes.
- Proven track record of managing and scaling teams.
- Data-driven decision-maker with strong analytical and problem-solving skills.
- Self-motivated hustler attitude with ownership mentality across functions.
- Comfortable working in a fast-paced, high-growth environment.
Languages:
- Fluency in Telugu is required.
- Bonus if you can speak at least one other South Indian language (Tamil / Kannada / Malayalam).
Role Highlights:
- Impact: Directly influence the quality of millions of customer experiences across issuance, service and upsell journeys.
- Growth: Work at the intersection of strategy and execution with exposure to senior leadership.
- Culture: Be part of an organization recognized for fostering inclusive, collaborative, and purpose-driven teams.
- Innovation: Join a business that continues to evolve in the insurance and financial tech space, with new offerings and digital capabilities.
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