Responsible for end-to-end customer service across all channels - voice, digital, email, and in-person. Owns service delivery, complaint resolution, and customer experience KPIs. Ensures compliance with IRDAI regulations and leads digital servicing initiatives. Key Responsibilities: - Lead the customer service function across call centres, email, digital, and social channels - Ensure timely and accurate service for policy issuance, endorsements, claims, renewals, and complaints - Own key metrics: TAT, FTR (First Time Resolution), NPS, CSAT, and regulatory SLAs - Drive automation and self-service across platforms (IVR, chatbot, WhatsApp, portals) - Ensure IRDAI-compliant grievance redressal, documentation, and audits - Work with Product, Tech, Claims, and Ops to fix service gaps and improve customer journeys - Lead and upskill the servicing team across locations - Report regularly to the CEO and senior management on customer trends and improvement actions Requirements: - Strong background in general insurance customer service - Experience managing large, multi-channel teams - Familiar with regulatory requirements and digital service tools - Strong execution, communication, and problem-solving skills

Any Location

Mumbai

Tuta Insurance Brokerage - Head - Customer Service 

Job Description for Tuta Insurance Brokerage - Head - Customer Service  in Tuta Insurance in  Any Location Mumbai for (9-15) years of experience. Apply Now!