Assistant Vice President - Operations

Job description

AVP – Customer Service Operations Location - Gurgaon About the Role We are looking for a senior operations leader to driveomni-channel customer service deliveryacross assisted and digital channels. This role will lead large-scale service operations, strengthen customer experience outcomes, andown complaints grievances end-to-end including regulatory reporting governance. What You’ll Do (Key Responsibilities) • Leadomni-channel service deliveryacross helpline/email/chat and digital servicing channels (e.g., WhatsApp, chat, web self-service). • Manage a150+ headcountoperation (combined FTE + vendor teams), driving performance, productivity, and service quality. • Drivedigital adoptionand operational excellence by embedding digital journeys into servicing and improving resolution outcomes. • Owncomplaints grievances end-to-end, including investigation quality, closure communication, escalation governance, andregulatory reporting discipline. • Partner withCompliance/Risk/Audit and cross-functional teams to ensure strong controls, audit readiness, and consistent customer outcomes. • Build a high-performance, inclusive culture aligned to aGreat Place to Workenvironment. What Success Looks Like (Examples) • Improved customer satisfaction, lesser customer complaints and complaint closure quality ( NPS, Customer Complaints, Quality Scores) • Higher digital adoption / self-service usage and improved resolution efficiency • Strong governance and timely, accurate regulatory reporting for grievances • Consistent vendor performance and strong people outcomes (capability, engagement) • Deliver on People Metrics ( Top Talent retention, Employee Engagement Scores, Capability building, Succession Planning) What We’re Looking For • ~15 years of progressive experiencein customer service operations leadership (Life insurance/ BFSI/Fintech) • Proven track record of successfully leadinglarge-scale operationswith strongvendor governance • Strong understanding of omni-channel servicing and digital enablement in operations • Customer-first mindset with a focus on ease, speed, and simplicity in service. • Proven capability incomplaints/grievances governanceand regulatory reporting rigor • Strong stakeholder management and data-driven decision making • Experience in omni-channel transformation (WhatsApp/chatbot/IVR/self-service) • Exposure to process excellence / analytics / continuous improvement methods Education • Post-graduate (MBA preferred) • CX/Design Thinking /Digital/Lean/Six Sigma/Analytics certifications are a plus. Why Join Us • Lead a strategic customer service function with significant business impact. • Shape customer outcomes through operational excellence and disciplined execution. • Work closely with senior leadership on enterprise-wide service and governance priorities. • Build and develop high-performing teams while driving meaningful customer and business outcomes. • Play a pivotal role in creating a best-in-class customer service organization.