Senior Manager / Associate Vice President – Customer Experience
Location – Delhi
About Futurisk:
With over 21 years of experience, we deliver reliable and client-focused risk solutions to corporates across India. Backed by strong industry relationships and deep expertise in general insurance and employee benefits, we design practical, value-driven solutions tailored to business needs. We focus on long-term partnerships, consistent service quality, and sustainable growth, offering a stable and professional environment where individuals can take ownership and grow with us.
Key Responsibilities
- Manage 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.
- Foster strong relationships with client HR teams, insurers, TPAs, and key stakeholders, driving regular service reviews and strategic recommendations to strengthen client engagement and satisfaction.
- Ensure timely resolution of employee queries and deliver high levels of customer satisfaction.
- Lead client renewals and retention initiatives using claims, utilization, and service performance insights.
- Identify opportunities for account growth, cross-selling, and benefit program enhancements.
- Manage escalated claims and ensure timely resolution with insurers and TPAs.
- Partner with internal wellness SPOCs to drive employee wellness and engagement initiatives.
- Drive CRM adoption, maintain service records, and monitor partner performance through defined SLAs and KPIs.
- Leverage MIS, dashboards, and claims analytics to provide actionable insights, support business decisions, and deliver meaningful service reviews to clients and management.
Desired Skills & Experience
- Minimum 8+ years of experience in Employee Benefits, preferably with an Insurance Broking Companies
- 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, with a solid track record of leading teams and delivering high-quality service outcomes.
- Ability to manage large corporate accounts, renewals, and client retention.
- Strong analytical, communication, and presentation skills, with proficiency in MIS reporting, data analysis, and CRM tools.
Why This Role
You will have the opportunity to partner with leading corporate clients and play a key role in shaping their Employee Benefits experience by driving client retention and renewals, leading customer experience initiatives, and influencing employee wellbeing programs. Working closely with insurers, TPAs, and senior HR stakeholders, you will serve as a trusted advisor while delivering exceptional service and fostering long-term client relationships. In addition, you will lead a high-performing team, contribute directly to business growth, and enjoy a role that offers the perfect blend of client engagement, leadership, strategic impact, and career advancement.
If you are interested in exploring this dynamic opportunity, please share your updated resumeat [Confidential Information]
