Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer.

This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Groups experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, Indias first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

To partner with us in this mission, we are looking for a talented Lead - Service Excellence to join our Customer Service team in Mumbai.

Your typical week might include the following:

- Own the end-to-end Service Excellence charter across Experience Tracking, Quality Assurance and Training Governance for the Contact Center and Customer Experience ecosystem.
- Own measurement of journey failures, NPS and Voice of Customer (VOC), ensuring consistent definitions, data interpretation and governance across servicing journeys.
- Create and maintain a customer pain-point taxonomy with severity and risk scoring to enable structured prioritization of customer-impacting issues.
- Maintain trends, dashboards and flags covering the Top customer-impacting friction points for leadership attention and action.
- Lead closed-loop root cause analysis huddles with Analytics, Quality and Training, Contact Center, Grievance, and other functional process and journey owners.
- Trigger RCA with accountable process owners, agree corrective and preventive actions, and track actions through closure with evidence of impact.
- Define success metric baselines and conduct post-intervention validation to confirm whether implemented actions have reduced defects and improved customer outcomes.
- Feed prioritized customer pain points and recurring defects into the AI prospect backlog, with a clear problem statement, expected outcome and measurable success criteria.
- Define and govern Quality Assurance scorecards, evaluation standards, sampling logic and calibration processes across internal teams and external partners.
- Build a closed-loop quality assurance and training evolution framework with internal and external stakeholders.




- Translate quality defects, knowledge gaps and recurring customer issues into refresher training, coaching packs, knowledge updates and targeted reinforcement plans.
- Monitor agent and partner adherence, resolution quality and knowledge accuracy across customer service touchpoints.
- Close the loop between Quality and Training and Experience Tracking so recurring defects are reflected in journey-failure, NPS and VOC insights.
- Own the CX signal dictionary, including journey break, journey delay, claim deduction or denial, repeat contact, detractor and VOC themes, and ensure consistent adoption across stakeholders.
- Prepare and present Service Excellence insights, RCA progress, quality and training effectiveness, and customer-impact outcomes to senior management.

You could be the right candidate if you:

- Have 10-14 years of experience, with substantial leadership experience in Service Excellence, Customer Experience, Contact Center Quality, Training, VOC, NPS or process improvement within health insurance, general insurance, financial services or a comparable regulated service industry.
- Have a bachelors degree from a recognized university. A postgraduate qualification in management, quality, analytics, insurance or a related field will be an added advantage.
- Possess strong knowledge of customer journey measurement, VOC and NPS programs, quality frameworks, training governance, RCA and corrective and preventive action disciplines.
- Can build practical taxonomies, risk and severity scoring models, scorecards, dashboards, baselines and post-intervention measurement frameworks.
- Have strong analytical capability to identify trends, isolate root causes, distinguish symptoms from systemic defects and convert insights into prioritized actions.
- Have experience leading cross-functional governance with Contact Center Operations, Analytics, Grievance, Claims, Underwriting, Technology, Digital, Process and external partners.
- Can translate complex customer and operational signals into clear executive narratives, decisions, owner-led actions and measurable outcomes.




- Possess excellent communication, facilitation, influencing, negotiation and senior stakeholder management skills.
- Are comfortable working in a fast-paced, greenfield and hyper-growth environment where customer, distributor and business expectations may evolve rapidly.
- Have a strong ownership mindset and can drive actions to closure without losing sight of the customer outcome.

This could be the gig for you if you re

- Are passionate about turning customer signals into meaningful improvements across journeys, processes, people and technology.
- Thrive in environments that value co-creation, disciplined governance and cross-functional collaboration.
- Enjoy building systems from the ground up, including common definitions, dashboards, scorecards, governance forums and closed-loop action mechanisms.
- Are passionate about leveraging analytics, automation and new-age digital tools to transform customer experience.
- Can balance customer empathy with operational rigor, risk awareness and business practicality.
- Take full responsibility for your teams contribution and think wing to wing across the organization to solve for the customer.
- Take help from others when stuck and support colleagues through setbacks and change.

What can make you extra special if you

- Have established or scaled a Service Excellence, VOC, Quality or Training Center of Excellence.
- Have led measurable improvements in journey failure, repeat contact, complaint recurrence, NPS, VOC, quality scores, adherence or knowledge accuracy.
- Have hands-on experience with contact center analytics, speech or text analytics, CRM, quality management, learning platforms or AI-enabled customer service use cases.
- Have a proven track record of solving complex business problems through structured RCA, experimentation and cross-functional execution.
- Demonstrate visible leadership and support colleagues in a diverse, inclusive and collaborative team environment.
- Are a goal-oriented team player, committed to high standards and an advocate and early adopter of change.
- Have successfully delivered initiatives across multiple domains, stakeholder groups, partners and technology solutions.

We are keen to listen to your story; doesnt matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly. If you think this is the one for you, drop in a line with your story at [email protected]. We are eager to catch-up!

📌 Lead Service Excellence Customer Operations (Mumbai)
🏢 Prudential Technology And Services
📍 Mumbai