# Customer Service Manager at Policybazaar.com in Mumbai,…

> Customer Service Manager at Policybazaar.com in Mumbai, India. Category: Customer Service Jobs. View full job details and apply now on Confidential Careers.

Customer Service Manager

# Customer Service Manager

Policybazaar.com

## Job Description

Position:Manager - Service

Level:ManagerAbout Policybazaar:As India’s largest insurance broker, Policybazaar is committed to making insurance accessible and understandable for every Indian. Since 2008, we have been at the forefront of transforming the insurance sector by providing transparent, efficient, and unbiased solutions tailored to the diverse needs of over 80.5 million registered users.About the Job:As aManager - Operations (Customer Service) , you will be responsible for overseeing customer service operations, ensuring high-quality service delivery, and maintaining employee satisfaction. This role involves managing a team, driving process improvements, and collaborating with internal and external stakeholders to enhance customer experience.

The ideal candidate should have strong leadership skills, problem-solving abilities, and experience in customer service management.Roles and Responsibilities:Manage operations seamlessly, ensuring timelySLA deliveryand high levels of employee and customer satisfaction.

Establish and maintainclient relationshipsto drive engagement and operational efficiency.

Oversee team performance by setting goals, optimizing resources, and ensuring effective execution of strategies.

Monitor staff schedules, attendance, and productivity to ensure smooth operations.

Conduct weekly and monthly client meetings to assess expectations and provide updates.

Ensure closure ofaudit-related issuesand compliance with operational standards.

Identify and implementcontinuous process improvementsto enhance efficiency.

Coach and mentorTeam Leadsfor better team management and employee engagement.

Address and resolve internal customer queries in a timely manner.

Act as the primarypoint of contactfor business-specific challenges and solutions.

Take onspecial projectsas per business requirements.ISMS Responsibilities:Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users authorized by Function Heads;

Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objective;

Ensure the safeguarding of information in their possession;

Accepts responsibilities for the operation and protection of information assets; and

Perform the work as delegated by the by the Function HeadDesires Skills and Experience:Team Management:Conduct meetings, performance reviews, and ensure employees meet performance targets.

Employee Development:Hiring, coaching, and mentoring team members for success.

Customer Service Expertise:Proven track record in managing customer service teams and operations.

Performance Monitoring:Ability to calibrate employee performance, provide coaching, and ensure alignment with business objectives.

Issue Resolution:Ability to identify and resolve performance-related challenges.

Action-oriented, high integrity, and perseverance.

Strong leadership and problem-solving skills.

Ability to drive results and manage performance under pressure.

Excellent verbal and written communication skills.

Strong external and management reporting capabilities.What do we offer?Opportunity to earn good incentives

Endless growth opportunity

GMC – Group Medical Coverage

Group Personal Accident Insurance

Gratuity

Wellness Programs

Give back to society through CSR

Continuous talent enhancement program

Childcare facility

Tax Saving flexi benefitsWe Are an Equal Opportunity EmployerAt our company, we firmly believe in upholding the principles of Equal Employment Opportunity (EEO). We ensure that all individuals, regardless of their race, ethnicity, gender, age, religion, disability, or any other protected characteristic, have equal access to employment opportunities, fair treatment, and advancement within our organization.Interested candidates can directly reach out at anmolchawla@policybazaar.com or 8368529190

Posted September 2, 2026

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