Deputy General Manager – Customer Services

Industry: Insurance / Financial Institutions
Qualification: Master’s in Business Administration
Experience: 7–8 years of progressive experience in Customer Services & Complaint Management, including at least 3 years in a managerial role

Key Responsibilities:

• Lead and manage the overall customer service operations to ensure timely and effective resolution of customer inquiries and complaints.
• Develop and implement customer service strategies, standards, and policies aligned with business objectives.
• Oversee complaint management systems and ensure compliance with regulatory and internal service level standards.
• Analyze customer feedback and service data to identify process improvement opportunities.
• Collaborate with cross-functional teams (sales, operations, claims, and IT) to enhance the overall customer experience.
• Build and mentor a high-performing team focused on customer satisfaction and service efficiency.
• Prepare periodic reports for senior management on customer service performance metrics.
• Drive digital and process transformation initiatives for improved service delivery.

Requirements:

• Excellent leadership and interpersonal communication skills.
• Strong understanding of customer service frameworks and complaint management in the insurance/financial industry.
• Proficiency in CRM tools, service quality monitoring, and reporting.
• Strategic thinking with hands-on problem-solving approach.

Job Type: Full-time

Work Location: In person