The candidate will be responsible for developing, managing, and enhancing customer-facing policy and service communication documents across the customer lifecycle. The role aims to ensure that all policy-related documents are customer-friendly, compliant, accurate, and aligned with the brand's communication standards, thereby delivering superior customer experience.

Role & responsibilities

Own and manage all customer-facing policy and service communication documents, including policy schedules, wordings, endorsements, welcome kits, renewal communications, certificates, and customer letters.

- Develop, review, and update communication content in collaboration with Product, Underwriting, Operations, Legal, Compliance, and Technology teams, ensuring accuracy, consistency, and regulatory compliance.
- Simplify policy communication and insurance terminology to enhance readability, customer understanding, and overall customer experience.
- Drive initiatives to improve the quality, consistency, and effectiveness of customer communications across products and channels, while ensuring alignment with brand tone and communication standards.
- Lead content audits and drive digitization, automation,



and modernization of customer communication documents.
- Establish governance mechanisms for document review, version control, and approval workflows to ensure timely implementation of changes arising from product launches, regulatory requirements, and business initiatives.
- Support strategic initiatives aimed at improving customer engagement and reducing service queries through effective communication and documentation.
- Benchmark industry best practices and recommend enhancements to customer communication frameworks and processes.
- Monitor customer feedback and communication effectiveness to identify opportunities for continuous improvement.
- Conduct periodic interactions with agents and customers to gather market insights and feedback and translate them into improvements in marketing communication and customer experience initiatives.

Preferred candidate profile

- Customer Communication and Content Management
- Policy Document Management
- Brand and Communication Strategy
- Regulatory and Compliance Awareness
- Customer Experience Orientation
- Attention to Detail
- Excellent Written and Verbal Communication Skills

📌 Customer Communications Manager - Marketing (Mumbai)
🏢 TATA AIG General Insurance Company
📍 Mumbai