Position: Assistant Manager - Service

Level: Assistant Manager

About Policybazaar:

As India’s largest insurance broker, Policybazaar is committed to making insurance accessible and understandable for every Indian. Since 2008, we have been at the forefront of transforming the insurance sector by providing transparent, efficient, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users.

About the Job

As an Assistant Manager - Operations (Customer Service), you will be responsible for overseeing customer service operations, ensuring high-quality service delivery, and maintaining employee satisfaction. This role involves managing a team, driving process improvements, and collaborating with internal and external stakeholders to enhance customer experience. The ideal candidate should have robust leadership skills, problem-solving abilities, and experience in customer service management.

Roles and Responsibilities:
- Manage operations seamlessly, ensuring timely SLA delivery and high levels of employee and customer satisfaction.




- Establish and maintain client relationships to drive engagement and operational efficiency.
- Oversee team performance by setting goals, optimizing resources, and ensuring effective execution of strategies.
- Monitor staff schedules, attendance, and productivity to ensure smooth operations.
- Conduct weekly and monthly client meetings to assess expectations and provide updates.
- Ensure closure of audit-related issues and compliance with operational standards.
- Identify and implement continuous process improvements to enhance efficiency.
- Coach and mentor Team Leads for better team management and employee engagement.
- Address and resolve internal customer queries in a timely manner.
- Act as the primary point of contact for business-specific challenges and solutions.
- Take on special projects as per business requirements.

ISMS Responsibilities:
- Follow the instructions of Function Heads, operate syste

📌 Assistant Customer Service Manager (Kochi)
🏢 Policybazaar.com
📍 Kochi