Manager

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•                     Review,                     refine, and maintain customer communication across all                     touchpoints (SMS, email, WhatsApp, IVR/chatbot prompts, physical                     letters, etc.) to ensure clarity, accuracy, and actionability.

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•                     Create                     or modify customer communication for various processes                     (renewals, claims, endorsements, cancellation, etc.) based on                     business requirements.

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Oversee                 the development and maintenance of a comprehensive, centralized                 library of all customer communications for all LOBs (across modes                 of communication).

Ensure                 all communication templates are updated, version-controlled, and                 easily accessible for internal stakeholders.

Conduct                 periodic review of customer lifecycle journey communication                 templates and implement necessary changes, whenever required.

                Develop                 an annual engagement communication calendar, covering festival                 and occasion-based greetings, regulatory/mandatory                 communications, and customer-centric engagement themes.

                Drive                 monthly execution of the calendar by co-ordinating creation,                 review, and trigger of communication to customers.

Work                 closely with Compliance and Marketing teams to ensure all                 communication is approved, aligned with brand guidelines, and                 supported with the right creative templates.

Ensure                 timely and accurate targeting by collaborating with relevant                 teams to identify the correct customer segments for each                 communication.

Monitor                 delivery and performance of engagement communication, identifying                 gaps and improvement opportunities.