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 prospects 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