AVP -Customer Experience & Market Conduct | Life Insurance

We have an urgent opening for the position of AVP-Customer Experience and Market Conduct in one of the leading Life Insurance Company .

• Own the end-to-end onboarding journey from policy issuance to welcome calling.
• Identify friction points across issuance, documentation, first-contact communication, welcome calling and early-stage servicing, and drive corrective actions.
• Improve onboarding experience through journey redesign, digital enablement, automation and process simplification.
• Partner with technology, operations, underwriting, sales and product teams to deliver consistent and customer-friendly onboarding processes.
• Track onboarding SLAs, customer drop-offs, quality metrics and complaint themes, and implement interventions to improve outcomes.
• Lead customer experience and process governance for RM and contact center interactions linked to onboarding, servicing and retention.
• Define service standards, call flows, scripts, escalation protocols and quality
• Drive improvements in call handling, query resolution, complaint management and first-contact effectiveness.
• Ensure RM and contact center teams are aligned on customer commitments, compliance standards and service quality expectations.
• Work with training and quality teams to strengthen capability building,