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Remote role, broad operations skillset, and recognizable insurance brand increase candidate competition.
Insurance-specific persistency, regulatory compliance, and distribution engagement require industry experience.
Explicit 12–15 years requirement, supervisory operations experience, and KPI-driven metrics make filters strict.
Manage end-to-end video-based customer service operations ensuring excellent customer experience, operational efficiency, and compliance.
Drive key performance metrics including persistency (13M, 25M), retention (Engage to Retain, Freelook, Surrender, ECS), and service to sales/recruitment targets.
Lead team capability building, compliance adherence, process improvements, and stakeholder coordination for distribution engagement and customer retention.
7-9 years total experience with at least 3 years in operations or customer service supervisory roles OR 12-15 years with 2-3 years supervisory operations/customer service experience (inconsistent but both mentioned).
Strong knowledge of contact center operations and experience with CRM, video calling platforms, and digital workflows.
Experience analyzing data using statistical techniques to identify trends and optimize efficiency.
Post Graduate degree in Management preferred (not strictly mandatory).
Experienced leader skilled in managing digital customer engagement and video-based contact center operations.
Proven ability to meet targets related to customer retention, persistency, and upselling within a supervisory or managerial role.
Strong skills in people management, coaching, stakeholder management, and driving process improvements in a compliance-focused environment.