Manager-Customer Communication

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact on the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. At Prudential Health India (PHI), we are on a mission to make Indians healthier while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, bespoke experience. To partner with us in this mission, we are looking for a talented Manager Customer Communication Management. Your typical week will include the following responsibilities: - Oversee all customer communication strategies and initiatives throughout the customer lifecycle. - Develop and implement comprehensive communication strategies to improve customer engagement, satisfaction, and overall experience. - Collaborate with various stakeholders to ensure consistent messaging and information dissemination. - Utilize customer communication platforms like CleverTap and MoEngage to automate and personalize customer interactions. - Monitor and analyze customer feedback and communication metrics to identify areas for improvement. - Create and maintain communication templates, FAQs, and other resources to support customer interactions. - Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. - Stay updated on industry trends and best practices in customer communication and health insurance. You could be the right candidate if you have: - Minimum of 5 years of experience in customer communication or customer service, preferably in the health insurance industry. - Excellent written and verbal communication skills. - Proficiency in using customer relationship management (CRM) software and customer communication platforms like CleverTap and MoEngage. - Ability to analyze data and generate actionable insights. - Strong problem-solving skills and attention to detail. - Thrive in environments that celebrate co-creation and collaboration. - Preferably a master's degree in marketing or a relevant field. This could be the gig for you if you: - Are passionate about consumer behavior and culture; enjoy spending time with customers to understand what they want. - Join hands with other colleagues to solve for the customer. - Have the ability and willingness to be hands-on with strong attention to detail. - Can work independently and handle multiple concurrent initiatives. - Like to work in a culture where everyone can see what others are doing. - Take help from others when stuck and encourage others when there are setbacks. - Take full responsibility for your team's contribution output while thinking wing-to-wing across the organization. - Are passionate about setting up best-in-class capabilities from scratch. Location: Mumbai Title: Manager Customer Communication Management,