The role entails owning an end-to-end process and developing functional, market level, and/or site strategies, plans, production, and/or organizational priorities. You will be responsible for identifying and resolving technical, operational, and organizational problems outside your own team. Your decisions regarding products, services, or processes are likely to impact entire functions and/or customer accounts, whether internal or external. It is essential to comply with the terms and conditions of the employment contract, company policies and procedures, as well as any directives that may arise due to the evolving business environment. The company reserves the right to adopt, vary, or rescind policies and directives at its discretion. As part of your functional competencies, you will be required to plan, implement, and manage operations programs and strategies. This includes utilizing standard project plan templates to tailor project plans to specific customer needs, analyzing RFP/contract language, and integrating requirements into project plans. You will assist internal and/or external business partners in task completion and issue resolution related to program implementation. Establishing and/or implementing internal and/or external service level agreements to monitor and measure program performance is also a crucial aspect of the role. Additionally, identifying and securing resources required for program implementation, reviewing, creating, and maintaining workflows for operational efficiency, and providing guidance to internal and/or external partners are key responsibilities. Effective communication with internal and/or external partners to interpret contractual requirements, facilitate problem-solving, and ensure strategy implementation will be essential for success in this role.,
About MakeO makeO is India's largest clinical beauty platform, housing brands like toothsi (clear aligners) and skinnsi (aesthetic dermat services). We combine cutting-edge technology with clinical expertise to deliver seamless, at-home and in-clinic smile and skin transformations. Role Overview As the Head of Customer Support & Operations, you will lead and scale our customer service and post-sales operations across channels (voice, chat, email, social, etc.). Your goal will be to drive customer satisfaction, optimize support processes, and create a world-class service experience that reflects our brand promise. Key Experience Strategy Define and implement the vision and strategy for customer support and operations Build SOPs to ensure quick resolution and consistent experiences across all touchpoints Team Leadership Lead, mentor & scale a team of 100+ support agents, team leads, and ops managers Define KPIs, run regular performance reviews, and drive accountability Process Excellence & Automation Identify gaps in the support journey and fix root causes Leverage tools and technology (e.g., CRM, chatbots, IVR) for process automation and efficiency Escalation Management Set up strong escalation SOPs and governance for resolution TATs Directly handle critical issues impacting customer trust or revenue Cross-functional Collaboration Work with Tech, Product, Marketing & Clinical teams to resolve systemic issues Support new launches and initiatives with scalable customer support frameworks Reporting & Insights Drive data-led insights to reduce complaint rates, improve CSAT/NPS Publish dashboards and weekly/monthly support reports to senior leadership Key Requirements 812 years of experience in customer support, with at least 3+ years in a leadership role Experience managing large in-house or outsourced customer support teams Strong understanding of CRM tools (e.g., Freshdesk, Zendesk, Salesforce) Background in healthcare, beauty-tech, e-commerce, or consumer services is a plus Problem-solver, customer-obsessed, and highly execution-driven (ref:iimjobs.com)
The Insurance Trainer position based in Kochi is a full-time role focused on providing education and training to employees within the insurance industry. As the Insurance Trainer, your primary responsibility will be to equip staff members with the knowledge and skills necessary to excel in their roles, ensuring they are well-versed in insurance products, services, policies, and regulatory compliance. Your key responsibilities will include developing engaging training materials such as presentations, manuals, and e-learning modules. You will conduct training sessions for both new hires and existing employees, covering topics like insurance policies, claims procedures, customer service, and industry regulations. It will be essential for you to assess training needs, evaluate employee performance, and identify and address any skill gaps within the team. To excel in this role, you should stay updated on industry trends, products, regulations, and technologies to ensure that the training content remains accurate and relevant. Additionally, you will play a crucial role in promoting a culture of continuous learning within the organization and supporting employees in their professional development. The ideal candidate for this position will have at least 2 years of experience in a training role within the insurance industry or a related field. You should possess a deep understanding of insurance products, policies, procedures, and industry regulations. Strong communication, presentation, and interpersonal skills are essential, along with the ability to simplify complex information for easy comprehension. A bachelor's degree in Business, Insurance, Education, or a related field is preferred for this role. Having insurance-related certifications such as AINS, CIC, or other relevant credentials will be advantageous. Personal attributes that will contribute to your success in this role include strong organizational skills, adaptability to different learning styles, and a genuine passion for teaching and helping others succeed. As the Insurance Trainer, you will play a vital role in ensuring that all training activities align with company policies and industry regulations, thus contributing to the overall compliance of the business with state and federal laws.,
Job Title: Manager / Senior Manager - Process Excellence (Customer Experience & Delight) Location: Ghatkopar Mumbai Compensation: 25-30 LPA Qualification: Tier-1 MBA (IIM/ISB/FMS/XLRI/SPJIMR or equivalent) Experience: 5-8 years in consulting, customer experience, operations excellence, or transformation roles About MakeO (Toothsi | Skinnsi): MakeO is India's leading clinical beauty and wellness tech brand, offering revolutionary solutions in smile makeovers (Toothsi) and advanced skin treatments (Skinnsi). We are on a mission to make clinical beauty accessible, affordable, and delightful for every consumer. Role Overview We are looking for a highly analytical and customer-obsessed Process Excellence leader who will reimagine and build scalable processes that elevate our Customer Success (CS) and Customer Delight metrics. The role demands a strong mix of consulting problem-solving, data-driven decision-making, and executional excellence. Key Responsibilities Customer Experience & Delight: Map the end-to-end customer journey and identify friction points across touchpoints. Define, track, and improve NPS, CSAT, CES, and first-contact resolution. Build playbooks for customer-first policies and service recovery models. Drive innovation in after-sales engagement, ensuring delight moments for customers. Process Excellence & Transformation Partner with cross-functional teams (Sales, Ops, Tech, Medical) to design lean, scalable processes. Use Six Sigma / Lean / Kaizen frameworks to reduce TAT, errors, and escalations. Build a VOC (Voice of Customer) system to continuously gather insights and close feedback loops. Benchmark against global leaders in beauty-tech, e-commerce, and health-tech for best practices. Data & Insights Create a customer experience dashboard with leading and lagging indicators. Run deep-dive analytics to identify root causes of dissatisfaction and leakage. Present insights and improvement recommendations to leadership for strategic decision-making. Key Requirements Tier-1 MBA with 5-8 years' experience in management consulting, process excellence, or customer experience roles. Strong expertise in Lean, Six Sigma, Design Thinking, and journey mapping. Proven record of driving large-scale process improvements with measurable impact. Excellent stakeholder management and cross-functional collaboration skills. Strong analytical mindset with proficiency in Excel/SQL/Tableau/BI tools. Passionate about customer-centric innovation and building delightful experiences. What We Offer High-impact role with direct visibility to leadership. Opportunity to own end-to-end customer experience strategy at a fast-scaling brand. Dynamic work culture with freedom to experiment and implement new ideas. Competitive compensation (25-30 LPA) and growth trajectory. (ref:iimjobs.com)
Job Title: Associate - Legal (Corporate Law) Location: Ghatkopar, Mumbai Experience: 2-3 years About MakeO (Toothsi | Skinnsi): MakeO is India's leading clinical beauty and wellness tech brand, offering revolutionary solutions in dental and skin care through its flagship brands - Toothsi & Skinnsi. With technology-driven innovation and personalized care, MakeO is transforming the self-care space across India. Role Overview We are seeking a detail-oriented Legal Associate (Corporate Law) who is also a qualified Company Secretary (CS). The role involves handling end-to-end corporate legal matters including M&A, investments, fundraising, and governance while ensuring compliance with statutory frameworks. This is a unique opportunity to work closely with leadership on high impact business and legal initiatives. Key Responsibilities Conduct legal due diligence for mergers, acquisitions, investments, and joint ventures. Draft, review, and negotiate a wide range of corporate and commercial agreements including: Shareholders Agreements Share Subscription Agreements Joint Venture Agreements Mergers & Acquisitions documentation Vendor / Partner Contracts Provide legal support for corporate restructuring, fundraising, and governance matters. Ensure statutory and regulatory compliance under the Companies Act, FEMA, SEBI, and other applicable laws. Assist in preparation and filing of ROC returns, resolutions, and secretarial records. Work with internal stakeholders and external counsels to safeguard business and legal interests. Research and advise on complex issues related to corporate law, governance, and compliance. Key Requirements LL.B./LL.M. from a reputed law school. Qualified Company Secretary (CS) (mandatory). 2-3 years of strong experience in corporate law with exposure to M&A, investments, and corporate agreements. Hands-on experience in due diligence processes. Strong legal drafting, negotiation, and analytical skills. Ability to work independently and collaborate across multiple functions. Excellent communication and problem-solving skills. What We Offer Opportunity to work on strategic corporate legal projects with a fast-growing consumer brand. Exposure to M&A, corporate structuring, and governance at an organizational level. Collaborative and growth-oriented work culture. Competitive salary and career progression. (ref:iimjobs.com)