Back
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Strong brand and metro location increase applicant density despite senior, niche insurance operations requirement.
Role requires industry-specific life insurance/BFSI operations and regulatory experience, limiting transferability.
Explicit 15+ years and mandatory BFSI complaints, vendor, and regulatory experience raise filtering strictness.
Lead omni-channel customer service delivery across helpline, email, chat, and digital channels including WhatsApp and web self-service.
Manage a large operation of 150+ FTE and vendor teams focusing on performance, productivity, and service quality.
Own end-to-end complaints and grievances process including investigation, closure communication, escalation governance, and regulatory reporting.
~15 years of progressive experience in customer service operations leadership within Life insurance, BFSI, or Fintech sectors.
Experience managing large-scale operations with strong vendor governance.
Strong knowledge of omni-channel servicing and digital enablement in operations.
Post-graduate degree required; MBA preferred.
Experienced in omni-channel transformation including WhatsApp, chatbot, IVR, and self-service channels.
Skilled in complaints governance and regulatory reporting with a data-driven and customer-first approach.
Capable of fostering strong stakeholder relationships and driving operational excellence through process improvement and analytics.