2. Customer Communication
- - - 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.
2. 3. Library of Communication
- 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.
4. Engagement Communication
- 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 prospects.

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