About The Role

Responsible for supporting the operational efficiency and service excellence of the branch network. This role assists in implementing customer service strategies, managing team performance, ensuring adherence to policies, and optimizing branch operations. By focusing on customer satisfaction, digital service adoption, and process enhancements, the role contributes to the company’s goal of delivering superior health insurance services

Core Responsibilities

Manage customer enrolment, renewal, and query resolution processes in coordination with the team
Oversee walk-in customer interactions, ensuring high-quality service and reduced wait times
Monitor and implement digital adoption initiatives within the branch network
Address customer complaints professionally and escalate unresolved issues with justification
Ensure compliance with health insurance regulations and internal policies
Conduct periodic service quality evaluations and report findings to the management
Supervise daily branch operations, ensuring adherence to performance metrics and efficiency goals
Support in managing the Customer Happiness Centre, ensuring timely resolution of feedback and complaints
Assist in preparing customer service reports, analysing trends, and recommending improvements
Ensure that all physical and digital documentation within the branch is properly maintained and secured
Monitor and ensure adherence to internal SLAs and regulatory timelines
Provide inputs for branch strategy and operational improvements based on customer feedback and performance data
Ensure the smooth functioning of day-to-day branch operations, including queue management and service turnaround

Quality & Excellence Management

Ensure service quality standards are maintained across all branch interactions
Monitor and report on customer satisfaction levels, implementing necessary improvements
Assist in ensuring all open audits are closed within deadlines and escalate justifications for extensions
Support in mystery shopping evaluations and ensure timely implementation of corrective actions
Ensure all policies and guidelines are up to date and adhered to within the branch network

Preferred Educational Qualifications and Professional Certifications

Bachelor’s degree in business administration, Management or a related field.
Master’s degree in business administration, Management or a related field.
Professional certifications in customer service, operations management, or health insurance or equivalent are a plus.