Assistant Customer Service Manager

Company Description Aditya Birla Sun Life Insurance Company Limited (ABSLI), established in 2000, is a joint venture between the Aditya Birla Group, a globally recognized Indian conglomerate, and Sun Life Financial Inc., a leading international financial services organization from Canada. Combining strong local insight with global insurance expertise, ABSLI focuses on providing reliable protection solutions for customers’ financial futures. The company has played a key role in developing India’s life insurance sector and is ranked among the top private life insurance companies in the country. ABSLI is known for product and process innovation, introducing practices such as the “Free Look Period,” pioneering Unit Linked Life Insurance plans, and transparent monthly portfolio disclosures. It offers a comprehensive range of life insurance products, including term plans, life stage solutions, health plans, and retirement plans to meet diverse customer needs.

Role Description The Assistant Customer Service Manager is a full-time, on-site role based in Bhadrak. This role is responsible for overseeing daily customer service operations, ensuring timely resolution of customer queries and complaints, and maintaining high levels of customer satisfaction. The position involves supporting and guiding customer service team members, monitoring service quality metrics, and implementing process improvements to enhance the customer experience. The Assistant Customer Service Manager will collaborate with sales, operations, and other internal teams to address service issues, provide feedback on customer needs, and support retention initiatives. The role also includes preparing reports, analyzing customer feedback, and ensuring adherence to company policies and regulatory requirements.

Qualifications

• Strong customer-focused skills, including Customer Satisfaction, Customer Service Management, and Customer Support.
• Excellent Communication skills for interacting with customers, team members, and cross-functional stakeholders.
• Analytical Skills to interpret customer data, track performance metrics, and identify service improvement opportunities.
• Experience in life insurance, financial services, or related customer service environments is preferred.
• Proven ability to lead or coordinate small teams, manage escalations, and work effectively in an on-site setting.
• Good organizational and time management skills, with attention to detail and commitment to service quality.
• Bachelor’s degree in business, commerce, finance, or a related field, or equivalent practical experience.