Client Relations Team Leader

Job Title: Customer Relationship & Experience Manager 🏢 Department: Customer Service / Relationship Management 📍 Location: Esplanade, Kolkata 👤 Reports To: Head – Customer Success / Customer Experience / Branch Manager 🎯 Role Objective: To strengthen customer relationships 🤝 and drive long-term engagement, renewals, and business growth for Kotak Life Insurance. The role requires regular client interactions, personalized communication, and a relationship-driven sales approach — ensuring every policyholder feels valued and supported throughout their financial journey. Additionally, the role contributes to recruiting and developing new clients/advisors to expand the Kotak Life customer base. 🚀 Core Responsibilities: 📞 Client Calling, Engagement & Relationship Building Make regular outbound calls to existing and potential clients for follow-ups, renewals, and relationship nurturing. Build long-term, trust-based relationships by understanding customers’ financial goals, protection needs, and life-stage priorities. Conduct periodic relationship meetings (in-person or virtual) to enhance engagement. Provide personalized guidance on insurance plans, riders, and benefits that match client needs. Ensure a consistent, positive client experience through timely updates and professional communication. 🔁 Retention, Renewals & Upselling Drive policy renewals and proactively reduce policy lapses. Promote add-on products and cross-sell / upsell opportunities to deepen wallet share. Educate clients on Kotak Life’s digital tools, customer portals, and self-service options. Implement customer loyalty programs to build long-term retention. 👥 Client & Advisor Recruitment / Portfolio Growth Identify potential customers through referrals, lead generation, and networking. Assist in recruiting and onboarding advisors / agents to grow the customer base. Partner with advisors to help manage and expand their client portfolios. Support branch efforts in local market development and brand visibility. ⚙️ Service Excellence & Delivery