Vice President Customer Service and Experience

The Vice President Customer Service and Experience will lead the organization's grievance redressal function, ensuring the timely, compliant, and customer-sensitive resolution of high-level complaints. You will be responsible for governing grievance operations across regions and branches, ensuring adherence to IRDAI regulations, and driving continuous service improvement to protect and enhance customer trust. Your key responsibilities will include owning and resolving complaints escalated to senior leadership and regulators (IRDAI, Ombudsman, Consumer Forums), handling high-impact issues such as mis-selling, service failure, death claims, and policy lapses with utmost sensitivity. You will also be responsible for implementing robust grievance monitoring mechanisms across all locations, conducting quarterly reviews, and providing reports to leadership, identifying key trends, risks, and opportunities. In addition, you will ensure TAT compliance and quality closures that are fair, well-documented, and customer-centric. Driving RCA and implementing systemic corrections for recurring issues will be crucial. Maintaining compliance with IRDAI guidelines, managing IGMS operations, and collaborating with audit and compliance teams to ensure data accuracy and timely reporting will also be part of your role. Analyzing grievance trends for mis-selling indicators, collaborating with Sales, Product, and Training to reduce mis-selling, and improving customer onboarding will be essential for mis-selling prevention. You will champion service recovery initiatives, introduce technology-driven grievance management solutions, and foster a Customer First culture across teams. As a leader, you will lead the central grievance team, guide regional units, and partner with cross-functional leaders to enable swift and holistic grievance resolution. Mentoring team members to promote best practices in service delivery will also be a key aspect of your role. Key Skills & Competencies required for this position include a deep understanding of IRDAI regulations and grievance protocols, strong escalation and stakeholder management abilities, data-driven with strong analytical and reporting skills, familiarity with insurance systems and CRM platforms, high ownership, customer empathy, and ethical leadership, and the ability to influence cross-functional teams. Qualifications & Experience expected for this role are a Graduate degree (preferred in Insurance, Law, or Management); Postgraduate/MBA is a plus, Certifications such as Licentiate/Associate from the Insurance Institute of India (preferred), and 15+ years of experience in life insurance customer service, with 5+ years in grievance redressal leadership. Experience managing escalations at HO/regulatory levels is a must-have, and Life Insurance Experience is mandatory. If you are interested in this position, please share your updated resume on jeena.sunil@evokehr.com or connect on -9274682913.,