Assistant Manager - Customer Excellence (MAN01383)

**Assistant Manager - Customer Excellence (MAN01383)** S&F - Quality - Management Bangalore ACKO, India’s first digital insurance company is on a mission to fundamentally redefine how the world experiences insurance. ACKO embarked on its journey to craft a versatile insurtech solution that centers around the customers needs. Today, we stand as a testament to our commitment, addressing long-standing challenges and establishing new benchmarks in the industry. We are not just another conventional insurance firm. We are not the people consulted solely for claims”. Anchored in a tech-centric philosophy, our approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers insurance requirements. Our tech-first approach ensures that customers benefit from a seamless and holistic fulfillment experience, distinct from the norm. ACKO, as a brand, stands as a resilient safety net, a beacon of protection, adeptly shouldering individuals, families, and enterprises through the complex and often unpredictable currents of life. This steadfast commitment is underscored by the unwavering support of our marquee investors, including Binny Bansal, Amazon, Ascent Capital, Accel, SAIF, Catamaran, General Atlantic, and Multiples. Our strategic partnerships with prominent businesses in the digital ecosystem the likes of Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, and the GOMMT group, further exemplify ACKO’s commitment to forging alliances that amplify the impact of ACKO’s business. The impressive reach of our products, having touched the lives of over 75 million unique users, further attests to its significance. **Job Description** About the role: * Develop a deep understanding of existing process flows, applications and customer journeys to be able to get an in depth view of the business and product * Build a strong outlook towards constantly improving the customer experience journey at Acko * Analyze customer escalations in-depth to identify key failure points/root causes that led to the escalation * Liaise with the business teams to identify and fix process/product gaps, share other improvement opportunities etc. to strengthen the customer experience journey * Create and share a detailed RCA document along with case details, proposed short/long term solutions and timelines to address the root causes * Constantly challenge status quo to redefine and improve existing processes * Take ownership of building robust Standard Operating Procedures (SOPs) and scripts to provide a unique and bespoke experience to Acko customers * Send out regular LOB wise RCA status updates, quantify impact of escalations on metrics, share trends/other observations etc. * Share business level insights/findings based on RCA and analysis of escalations for relevant teams to take forward * Contribute in organization level initiatives pertaining to customer experience * Streamline/standardize processes across multiple LOBs and work with stakeholders to ensure best in class customer experience is delivered at Acko

Multi-category digital insurance and claim management solutions for individuals and businesses