Associate Manager - Customer Management

Hiring: Associate Manager - Customer Communication & Customer Experience | Life Insurance

• Position: Associate Manager

• Department: Customer Experience / Customer Communication

• Work Location: Malad, Mumbai

• CTC: 6-8 LPA

• Experience Required: 5-6 years

• Preference: Candidates from Insurance / Contact Centre / Customer Experience background

The role is responsible for managing and improving all customer-facing communication and supporting overall customer experience enhancement initiatives. The candidate will collaborate with internal teams to ensure accurate, timely and effective communication to customers across various channels.

Role & responsibilities:

• Development and creation of customer communications, including copy writing, creatives for internal & external circulation
• Collaborate with internal marketing team & creative agencies to generate new ideas and strategies on an ongoing basis
• Connect with Operations team members and other stakeholders to identify areas of engagement and communication
• Track customer engagement KPIs and NPS; identify improvement areas.
• Analyse customer feedback, conduct RCA, and support CAPA implementation.
• Manage updates on customer portals and company website.
• Support branch teams with customer communication and digital servicing requirements.
• Drive communication accuracy, clarity and zero-error delivery.
• Assist in customer journey enhancement and engagement initiatives.

Preferred candidate profile:

• 5-6 years of experience in Customer Experience / Contact Centre / Insurance domain.
• Strong communication, writing and coordination skills.
• Understanding of NPS, customer engagement metrics, and customer communication processes.
• Ability to manage multiple stakeholders and deadlines.
• Detail-oriented with strong analytical and problem-solving skills.

How to Apply

Interested and eligible candidates may share their updated CV at:

Email id - moksha.patnala.ext@bhartiaxa.com

Contact No - 8788062280

Subject: Application- Associate Manager, Customer Communication