Assistant Vice President – Customer Service

As an AVP Customer Service, you will lead the Priority Desk at India First Life Insurance, managing service delivery for High Net Worth (HNI) customers.

You will be responsible for delivering seamless customer experiences across inbound, email, and digital channels.

Additionally, you oversee GIFT City customer service operations and play a key role in driving automation, enhancing self-service capabilities, and co-developing the HNI value proposition to support customer retention and satisfaction.

10+ years of experience in customer service, preferably within the life insurance or financial services industry

Priority Desk Management: Lead and manage the Priority Desk team handling queries, complaints, and requests of HNI customers. Ensure high standards of service quality and response time aligned with customer expectations and regulatory norms. Monitor key metrics such as NPS, FCR, and TAT to identify and close performance gaps.

Collaborate with cross-functional teams to enhance the customer journey at every touchpoint. Analyze feedback, customer data, and trends to identify opportunities for service improvement.

HNI Value Proposition Development: Contribute to designing and refining the HNI customer value proposition, including differentiated service models, loyalty initiatives, and exclusive service offerings. Engage in market benchmarking and feedback analysis to evolve the proposition.

GIFT City Operations: Oversee end-to-end customer service operations for GIFT City business, ensuring compliance, timely resolution, and seamless service for international clients.

Automation & Self-Service Projects: Drive digital transformation initiatives focused on automation and AI-based solutions to enhance service efficiency. Work closely with product, IT, and operations teams to improve self-service platforms (IVR, WhatsApp, Website, Chatbot, etc.).

Graduate/Postgraduate in Business Administration, Insurance, or a related field

Education

2. What are the roles deliverables/goals?

Achieve and sustain key service KPIs:

NPS (Net Promoter Score)

FCR (First Contact Resolution)

Request TAT (Turnaround Time) and Query resolution TAT

Quality

Occupancy

Efficient Management of the Priority Desk

Establish governance processes, timely reporting, and issue resolution mechanisms.

Drive Automation & Self-Service Initiatives

Develop & Implement HNI Value Proposition