InsuranceDekho - Head - Customer Excellence

About the Company:

Launched in 2016, InsuranceDekho is India's leading Insurtech startup by Girnar Insurance Brokers Private Limited (Cardekho group). It enables its consumers to compare different insurance policies based on their requirements and offer them the best choices available as per their needs. In FY 2022, InsuranceDekho sourced 1000 crore premium and also sold 1MM policies in the last 9 months. The company currently has tieups with 43+ insurance companies.

At present, it has a partner presence in 1200 + cities and covers more than 93% pin codes across India. Over the last few months, InsuranceDekho has built an impressive partner ecosystem with more than 40,000 advisors across India and plans to onboard 1 million advisors by FY25 and has offices in Gurgaon, Pune, Chandigarh, Ludhiana, Jaipur, Kolkata, Chennai, and Bengaluru.

InsuranceDekho raised $150 million in Series A funding consisting of a mix of equity and debt from Goldman Sachs Asset Management and TVS Capital Funds along with participation from Investcorp, Avataar Ventures and LeapFrog Investments. And raised an additional $60 million in an ongoing Series B Funding round drawing investment from notable names like from Mitsubishi UFJ Financial Group, BNP Paribas Cardif's insurtech fund managed by Eurazeo, Beams Fintech Fund and Yogesh Mahansaria Family Office.

The latest funding will also be used by InsuranceDekho to launch new innovative products in the health and life categories, grow the company's micro, small & medium enterprise (MSME) insurance business. Also to fuel marketing, distribution expansion, tech platform growth, and innovative initiatives.

Awarded the "Best in Class Insurtech Startup" by Global Fintech awards 2022 (https://www.linkedin.com/feed/update/urn:li:activity:6978577348031836160), the company aims to become a partner of choice for consumers, insurance companies as well as partner intermediaries in the auto, health, life, pet and travel insurance domains.

Position:

Head Customer Excellence

Role Overview:

As the Customer Excellence Head, the incumbent will play a pivotal role in shaping and enhancing the overall customer experience at InsuranceDekho. One would be responsible for developing and implementing strategies that ensure exceptional customer satisfaction and loyalty. This role requires a combination of strategic thinking, leadership skills, and a deep understanding of customer needs in the insurtech space.

Key Responsibilities:

- Team Leadership: Lead, mentor, and develop a high-performing team of customer service and social media escalation specialists. Foster a culture of continuous improvement, innovation, and accountability.

- Customer and Partner Grievance Management: Develop and implement processes and systems to manage, investigate, and resolve customer and partner grievances promptly and effectively. Ensure compliance with regulatory requirements.

- Social Media Escalation Handling: Monitor social media channels for customer escalations and promptly engage with customers to resolve issues. Develop strategies to mitigate reputational risks and enhance the brand's online image.

- Data Analysis: Utilize data and analytics to identify trends and areas of improvement, enhancing the customer experience and service quality. Use data-driven insights to optimize departmental operations.

- Process Improvement: Continuously assess and improve customer excellence processes, workflows, and standard operating procedures to streamline operations and enhance the customer experience.

- Stakeholder Collaboration: Collaborate with other departments, including Marketing, Product Development, and Sales, to ensure a unified approach in addressing customer concerns and improving service quality.

- KPI Management: Develop and manage key performance indicators (KPIs) to measure and track the department's performance, report on progress to senior management, and make data-driven decisions.

- Compliance: Ensure that all customer excellence activities are in compliance with industry regulations and standards.

- Training and Development: Implement ongoing training and development programs for the team to enhance their skills and knowledge.

Qualifications:

- Bachelor's degree in Business, Management, or a related field.

- A Master's degree is a plus.

- Proven experience (7+ years) in a senior customer service/ any functional leadership role.

- Exceptional leadership and management skills.

- Proficiency in data analysis and reporting.

- Excellent communication and interpersonal skills.

- Experience in social media management and escalations handling.

- In depth knowledge of customer service best practices and emerging trends.

- A passion for delivering outstanding customer experiences.