Michael Paige
Website:
michaelpage.com
Job details:
- Build & own the ORM function from the ground up, driving processes and strategy
- Work with a leading player in the insurance space with strong growth trajectory
About Our Client
A leading, publicly listed player in the insurance space, known for its strong digital-first approach and customer-centric philosophy. The organization has built a robust nationwide presence with a large partner ecosystem and consistently high claim settlement performance.
Job Description
- Own end-to-end lifecycle of customer grievances raised across digital platforms-from acknowledgment to final resolution
- Define and standardize brand tone of voice across all digital customer interactions
- Ensure seamless conversion of social media posts/comments into trackable internal tickets
- Monitor ticket queues, drive SLA adherence, and ensure timely closures through rigorous follow-ups
- Lead and mentor a team of first-level responders; ensure quality and accuracy of responses
- Act as a bridge between customers and internal teams (Claims, Renewals, Legal, Underwriting) to drive faster resolutions
- Identify and escalate high-risk or sensitive cases; manage crisis situations and protect brand reputation
- Build and maintain a crisis response playbook for digital escalations
- Generate weekly reports on ticket volumes, TAT, and aging; conduct root cause analysis to identify recurring issues
- Collaborate with internal teams to plug service gaps and improve overall customer experience
- Drive positive sentiment by identifying promoters and enabling testimonials
- Create "customer delight" moments through proactive and personalized resolution approaches
The Successful Applicant
- 4+ years of experience in ORM / Digital Customer Service, preferably in BFSI, insurance, or fintech
- Strong understanding of social media platforms, ORM tools (e.g., Sprinklr), and ticketing systems
- Excellent communication skills with the ability to handle high-pressure and sensitive situations
- Strong ownership mindset with a focus on execution and closure
- Proven ability to manage stakeholders and influence cross-functional teams
- Analytical mindset with experience in reporting and root cause analysis
What's On Offer
- Opportunity to work with a high-growth, customer-first organization in the BFSI space
- High visibility role with direct impact on brand reputation and customer experience
- Leadership exposure with cross-functional collaboration
- Dynamic and fast-paced work environment with strong career progression
Contact: Richa Pasricha
Quote job ref: JN-032026-6979182
Click on Apply to know more.