Senior Manager/AVP - Customer Experience

The Client is a Subsidiary of the USD 9 Billion Fairfax Financial Holdings

Roles and responsibilities

Brand and Customer Centricity Principles

1. Products and Services that are simple and transparent. We will create experiences that we would love, for ourselves and our loved ones

2. Technology as a lever for customer centric - solutions

3. Customer experiences that are personalized

4. Differentiated approach to dealing with customers- moments of truth - example claims settlement experience will be such that even our competitors will talk about it

5. Empathize and Build Trust

6. Take Complete ownership - Get work done

Capability Blocks for Operations and CE (Insurance Operations and Customer Care teams and functions)

1. Availability to customers - channel choice, self service choices etc.

2. Talent Profile

3. Talent Development (Training)

4. Ways of working - SOPs, Empowerment, KM

5. Business Insights - MIS

6. Evangelization - making the or more customer centric - forums, mechanisms, policies

7. Technology Enablement for any of the above dimensions