Plancover - Manager - Operations & Customer Service

Description:

PlanCover.com is owned by HII Insurance broking services Private Limited, a IRDAI licensed insurance broker. With convenient and affordable business insurance solutions for Small and Medium Businesses ( SMBs) we aim to make protecting their business as simple as possible, with no hint of compromise on quality or cost. Insuring over 400 SMBs has helped us understand this segment closely. That's why - from technology startups to consulting companies, professional services business to fintech companies - we tailor every business insurance policy to suit their different needs.

Our customers are scaling up and we want to partner in their growth. Our small, but talented team has done great things by building the market, developing our proposition, and delivering customer service. Now, we- re ready for the new phase of our journey, with ambitious plans to scale. We are building processes and a forward-thinking team.

Position Overview:

As a Operations and Customer Service manager, you are responsible to the vision, direction, and culture of your team by managing individual and team performance, provide individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, and serving as a leader and point of contact for customer resolutions.

Responsibilities Include:

- Leading and developing a team within the operations and customer service team; responsible for the overall direction, coordination and evaluation of the team.

- Enabler for team in resolution and closure of issues.

- Carrying out supervisory responsibilities with additional accountability including interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

- Solving complex customer service issues.

- Developing and achieving objectives and key results in order to achieve customer satisfaction.

- Be the "Voice of the Customer."

Requirements:

- Minimum of 5-7 years experience in services industry with a greater focus on customer service and management.

- Domain knowledge on health insurance is desirable.

- Flexible with experience in industry with less/no formal structures.

- Technology familiarity and experience of working on CRM and customer ticketing systems ( Zoho desk).

Age limit - 30 yrs

Benefits:

PlanCover is a new type of insurance broker and a great place to work. In addition to the core stuff of a salary that reflects your experience, we also believe in adding the fun stuff, and employee engagement to make workplace happy and exciting.