About the role
JOB PROFILE Department CEM Function Customer Service Experience Position Senior Executive/ Deputy Manager Band JM2 Location Mumbai Reporting To AVP/DVP Our Vision To be the most admired insurance company that enables the continued progress of customers by being responsive to their needs. HDFC ERGO as an Employer We believe in Sensitivity We drive Excellence We uphold Ethics We bring Dynamism About HDFC ERGO HDFC ERGO General Insurance Company Limited was promoted by erstwhile Housing Development Finance Corporation Ltd. (HDFC), India’s premier Housing Finance Institution and ERGO International AG, the primary insurance entity of Munich Re Group. Consequent to the implementation of the Scheme of Amalgamation of HDFC with and into HDFC Bank Limited, one of India’s leading private sector bank (Bank), the Company has become a subsidiary of the Bank. The Company offers complete range of general insurance products ranging from motor, health, travel, home and personal accident in the retail space and products like property, marine and liability insurance in the corporate space. With a network of branches spread across wide distribution network and a 24x7 support team, the Company has been offering seamless customer service and innovative products to its customers. Key Roles & Responsibilities Drive email quality, automation accuracy, and customer experience improvement through structured audits Prepare and publish ERA (Email Review & Analysis) reports with clear, actionable insights Analyse NPS and customer feedback trends to identify gaps and recommend process and experience improvements Collaborate with cross-functional teams to implement process improvements and track impact Drive automation enhancements across new and existing categories to improve efficiency Work closely with technology and automation teams to design and implement bot enhancements Execute initiatives to reduce cases moving to the manual queue through process and automation interventions Key Requirements–Education & Certification Bachelor's Degree is any disciple Highly Proficient in MS Office, Excel and Presentations Key Requirements – Skills & Competencies Minimum tenure of 18 months in the same role. Strong analytical and problem-solving abilities Should have good process and product knowledge about Insurance Industry/HDFC Ergo Effective communication and stakeholder management skills Experience in quality audits, customer experience, or email operations preferable Remarks The details of this position are confidential. The decision to change/modify the specifications is at management’s discretion.