Save Job Back to Search Job Description Summary Similar JobsBuild & own the ORM function from the ground up, driving processes and strategyWork with a leading player in the insurance space with strong growth trajectoryAbout Our ClientA 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 approachesThe 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 analysisWhat'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 progressionQuote job refJN-032026-6979182Job summaryFunctionMarketingSub SectorDigital, Online & Social MediaWhat is your area of specialisation?InsuranceLocationGurgaonJob TypePermanentJob ReferenceJN-032026-6979182
