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, effective, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users.
About the Job:
As a
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 strong 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 systems on behalf of Function Heads, and
📌 Customer Service Manager (Mumbai)
🏢 Policybazaar.com
📍 Mumbai
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