Customer Services Head - Non Voice

15 years

0 Lacs

Posted:3 days ago| Platform: Linkedin logo

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On-site

Job Type

Full Time

Job Description

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Position Summary:

To lead the Regulatory Grievance Redressal team and manage all non-voice customer service touchpoints (email, chat, social media, written communication), while also driving the company-wide Customer Experience (CX) agenda. The role demands strong execution skills, process orientation, and cross-functional stakeholder management to ensure customer-centric, compliant, and efficient service delivery along with customer experience metrics like NPS (Net Promoter Score).

Key Responsibilities:

Regulatory Grievance Redressal

  • Lead and oversee all customer grievances related to IRDAI regulatory norms.
  • Ensure compliance with TATs, accurate resolution, and effective documentation for regulatory audits and reporting.
  • Perform in-depth root cause analysis and institutionalize systemic corrections.
  • Interface with IRDAI and internal audit teams for all regulatory escalations and submissions.
  • Maintain up-to-date MIS and dashboards for internal reviews and external reporting.
  • Build, lead, and mentor a high-performance team, providing direction and guidance to department leads and managers.
  • Ensure adequate resource planning and team management to handle the volume of calls effectively.


Non Voice Customer Service Operations:

  • Emails
  • Live chat & chatbot responses
  • Social media service queries
  • Letters, legal notices, and written escalations
  • Ensure high-quality, timely, and consistent resolution of all service requests.
  • Drive process adherence, SLA/TAT compliance, and First Time Resolution (FTR) metrics.
  • Leverage automation tools and CRM systems to improve service speed and accuracy.


Customer Experience (CX) Strategy & Execution:

  • Develop and implement a structured CX framework aligned with customer expectations and business goals.
  • Monitor CX metrics such as NPS, CSAT, CES; identify gaps and drive targeted improvements.
  • Conduct Voice of Customer (VOC) programs and customer journey mapping exercises.
  • Translate insights into actionable improvement projects across touchpoints and processes.

  • Lead cross-functional CX transformation initiatives with clear ownership and execution plans.


Volume Management:

  • Implement robust volume forecasting and real-time management systems to handle high seasonal volumes.
  • Ensure effective routing, prioritization, and staffing strategies to meet service level targets.
  • Regularly analyze operational data to identify trends and adjust resource allocation accordingly.


Stakeholder Management

  • Act as the key liaison between the customer service team and internal departments (Product, Operations, IT, Compliance, Legal, Sales).
  • Work closely with department heads to resolve systemic issues affecting customer experience.
  • Influence senior leadership by sharing customer insights, pain points, and data-backed recommendations.
  • Represent the customer’s voice in internal forums and governance meetings.


Reporting & Analytics:

  • Regularly analyze key performance metrics, customer feedback, and operational data to provide insights for improvement.
  • Develop and present performance reports to senior management, highlighting key successes, challenges, and recommendations for strategic improvements.
  • Track and report on KPIs such as customer satisfaction, NPS, service levels, revenue generation, and process efficiency.


People Leadership

  • Lead a multi-skilled team of customer service agents and CX professionals.
  • Set clear goals, monitor performance, and build a high-performance, customer-first culture.
  • Drive training, capability development, and retention of top talent.
  • Encourage a culture of ownership, agility, and continuous learning within the team


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