1. 2. Customer Communication

3. - - - Review, refine, and maintain customer communication across all touchpoints (SMS, email, WhatsApp, IVR/chatbot prompts, physical letters, etc.) to ensure clarity, accuracy, and actionability.

- - Create or modify customer communication for various processes (renewals, claims, endorsements, cancellation, etc.) based on business requirements.

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- 2. 3. Library of Communication

4.

- - Oversee the development and maintenance of a comprehensive, centralized library of all customer communications for all LOBs (across modes of communication).

- - Ensure all communication templates are updated, version-controlled, and easily accessible for internal stakeholders.

- - Conduct periodic review of customer lifecycle journey communication templates and implement necessary changes, whenever required.

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3. 4. Engagement Communication

5.





- - Develop an annual engagement communication calendar, covering festival and occasion-based greetings, regulatory/mandatory communications, and customer-centric engagement themes.

- - Drive monthly execution of the calendar by co-ordinating creation, review, and trigger of communication to customers.

- - Work closely with Compliance and Marketing teams to ensure all communication is approved, aligned with brand guidelines, and supported with the right creative templates.

- - Ensure timely and accurate targeting by collaborating with relevant teams to identify the correct customer segments for each communication.

- - Monitor delivery and performance of engagement communication, identifying gaps and improvement opportunities.

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📌 Manager (India)
🏢 HDFC ERGO General Insurance
📍 India