Senior Manager - Customer Experience

Role Overview: You will be responsible for managing end-to-end customer experience for assigned corporate clients, leading the helpdesk team in delivering efficient servicing of GMC, GPA, and GTL policies, claims support, and timely resolution of employee queries. The role involves managing client relationships, renewals, escalations, and service performance while coordinating with insurers, TPAs, and internal teams to ensure high-quality service delivery. The candidate must ensure client satisfaction, drive retention and account growth, and leverage data and insights to deliver meaningful service improvements and business outcomes.

Key Responsibilities:

• Manage end-to-end customer experience for assigned corporate clients and lead the helpdesk team in delivering efficient servicing of GMC, GPA, and GTL policies.
• Foster strong relationships with client HR teams, insurers, TPAs, and key stakeholders while driving regular service reviews and strategic recommendations.
• Ensure timely resolution of employee queries and escalated claims while maintaining high levels of customer satisfaction.
• Lead client renewals and retention initiatives by leveraging claims, utilization, and service performance insights.
• Identify opportunities for account growth, cross-selling, and enhancement of employee benefit programs.
• Coordinate with insurers and TPAs to manage escalated claims and ensure timely and effective resolution.
• Partner with internal wellness SPOCs to drive employee wellness and engagement initiatives.
• Drive CRM adoption, maintain accurate service records, and monitor partner performance through defined SLAs and KPIs.
• Prepare and analyze MIS, dashboards, and claims data to provide actionable insights and support business decisions and client service reviews.
• Lead and support the team in delivering consistent, high-quality service while ensuring adherence to defined processes and service standards.

Job requirements:

• Minimum 7+ years of experience in Employee Benefits, preferably with an Insurance Broking organization.
• Strong knowledge of Group Mediclaim, Group Personal Accident, and Group Term Life policies.
• Proven experience in corporate client servicing, claims management, customer experience, and stakeholder management.
• Experience in leading teams and managing large corporate accounts, renewals, and client retention.
• Strong relationship management and problem-solving skills.