Customer Service Manager

Job Description

Position: Customer Service Manager Experience Required: 5-8 Years (preferably in the Insurance sector) Location: Hyderabad Salary Range: ₹8,00,000 – ₹10,00,000 per annum About the Role: We are seeking an experienced and customer-centric Customer Service Manager to lead and enhance our customer support operations in the insurance domain. The role demands managing customer service teams, ensuring exceptional post-sales support, resolving complex policy-related queries, and fostering long-term customer relationships critical to the insurance business. Key Responsibilities: Customer Support Operations: Oversee end-to-end customer service operations for policyholders, including claims processing, policy issuance, renewals, and endorsements. Ensure timely and accurate resolution of customer queries, complaints, and service requests across multiple channels (phone, email, chat, in-person). Implement service level agreements (SLAs) and monitor adherence to ensure a superior customer experience. Customer Relationship Management: Build strong relationships with key customers, corporate clients, and agents/advisors to ensure high retention. Proactively address recurring service issues by collaborating with underwriting, claims, and sales teams. Regulatory Compliance & Risk Management: Ensure that all customer service processes comply with IRDAI regulations and company policies. Maintain proper documentation of customer interactions, complaints, and resolutions for audit and compliance purposes. Desired Candidate Profile: Bachelor’s degree in any discipline; MBA preferred. 3–5 years of proven experience in customer service, preferably within the Insurance or Financial Services industry. Strong understanding of insurance products (Life, Health, or General Insurance) and related service processes. Familiarity with IRDAI guidelines and regulatory requirements. Excellent communication, problem-solving, and conflict resolution skills. Proficiency in CRM tools, MS Office, and customer service software. About Us : Providence India Insurance Broking Pvt Ltd We are a composite broking company dealing in life insurance general insurance and reinsurance. Our founders include insurance company veterans and noted industrialists. Our team includes experienced professionals and young talent. This gives both expertise and dynamism. Our core values include professionalism, transparency, integrity, fairness and customer focus, innovation and technology orientation. Our teams are not only talented and empowered but are also transparent, open and customer focused.