About the Role
The Assistant Manager - Customer Success plays a pivotal role in managing a high-performing customer experience team that handles voice, email, and chat support across health insurance, claims, and policy servicing.
This role acts as a bridge between frontline execution and CX leadership by ensuring SLA adherence, service excellence, team development, and process improvement.
The Assistant Manager will drive day-to-day delivery, coach and mentor advisors, address escalations, and partner with internal and external stakeholders to elevate customer experience at scale.
Role Responsibilities
1. Team Management & Performance
- Lead, mentor, and manage a team of 1020 customer service advisors across calls, emails, and chat.
- Drive daily productivity, quality, and compliance against KPIs.
- Conduct regular 1:1s, performance reviews, coaching, and corrective action plans.
- Develop bench strength and succession planning for future leadership roles
2. Service Delivery & SLA Ownership
- Ensure consistent achievement of SLAs including
- Answer Rate / Response Time
- Resolution TAT
- Quality Scores
- CSAT / NPS
- Act as the first level of escalation for complex customer situations
- Monitor queue health, volumes, and backlog trends in real time
3. Quality, Compliance & Customer Experience
Partner with Quality, Training, and Product teams for:
- Root Cause Analysis (RCA)
- Error reductions
- Process adherence
- Ensure compliance with IRDAI regulations, data privacy, and partner SLAs.
- Foster a customer-first, ownership-driven culture within the team.
4. Stakeholder & Partner Management
Coordinate with internal and external stakeholders including:
- Insurers & TPAs
- Product & Operations teams
- Brokers and HR/Admin stakeholders
- Resolve customer-impacting delays and act as a representative of customer voice in internal discussions
5. Reporting & Business Insights
Prepare and present:
- Daily/Weekly performance dashboards
- SLA adherence reports
- Aging & backlog analysis
- Escalation and complaint trends
- Use data insights for predictive staffing, workload balancing, and process improvements
6. Process Excellence & Continuous Improvement
- Identify gaps in SOPs and support enhancements
- Lead workflow improvements, automation initiatives, and documentation updates
- Support UATs, migrations, tool adoption, and new launches
Role Requirements
- Graduate/Postgraduate in any discipline
- 47 years of total experience in customer operations/contact center
- Minimum 13 years of experience in a Team Lead / Assistant Manager role
- Experience in health insurance/insurtech/BFSI or high-volume customer operations preferred
- Hands-on experience with Excel, data analysis, and CRM tools (Zendesk/Freshdesk/Salesforce)
- Strong communication skills (verbal and written).
- Strong people leadership, stakeholder management, and crisis handling.
- High ownership, data-driven decision making, and ability to operate in a fast-paced environment.
