Job Summary

We have an urgent opening for the position of AVP-Customer Experience and Market Conduct in one of the leading Life Insurance Company .

Job Responsibilities
Own the end-to-end onboarding journey from policy issuance to welcome calling.
Identify friction points across issuance, documentation, first-contact communication, welcome calling and early-stage servicing, and drive corrective actions.
Improve onboarding experience through journey redesign, digital enablement, automation and process simplification.
Partner with technology, operations, underwriting, sales and product teams to deliver consistent and customer-friendly onboarding processes.
Track onboarding SLAs, customer drop-offs, quality metrics and complaint themes,



and implement interventions to improve outcomes.
Lead customer experience and process governance for RM and contact center interactions linked to onboarding, servicing and retention.
Define service standards, call flows, scripts, escalation protocols and quality
Drive improvements in call handling, query resolution, complaint management and first-contact effectiveness.
Ensure RM and contact center teams are aligned on customer commitments, compliance standards and service quality expectations.
Work with training and quality teams to strengthen capability building,

📌 Avp Customer Experience & Market Conduct Life Insurance New Delhi (India)
🏢 Lavya Associates HR Services.
📍 India