Front Desk Manager

Role ObjectiveThe Front Office Manager (FOM) serves as the "face" of PNB MetLife. The primary objective is to ensure the seamless delivery of high-quality customer service, manage the front-desk operations efficiently, and maintain a professional environment that reflects PNB MetLife’s brand values. You will be responsible for the first point of contact for policyholders, agents, and visitors.

• Key Responsibilities1. Customer Experience & Relationship ManagementGreet and assist walk-in customers and policyholders with a high degree of professionalism.
• Address customer queries regarding life insurance products, policy status, and premium payments.
• Resolve grievances at the initial level or escalate them to the appropriate department to ensure timely resolution.
• Maintain a high Net Promoter Score (NPS) for the branch by ensuring minimal wait times.
• 2. Operational ExcellenceOversee day-to-day front office operations, including call routing, mail handling, and visitor logs.
• Manage the Policy Servicing requests (e.g., address changes, surrenders, renewals) and ensure accurate data entry.
• Coordinate with the Back Office and Central Processing teams to track the status of applications and claims.
• Maintain the upkeep and aesthetic standards of the reception and waiting areas.
• 3. Team Leadership & CoordinationSupervise and train front-desk staff or receptionists to maintain service standards.
• Act as a bridge between the Sales team and Operations to ensure smooth processing of new business.
• Manage shift schedules (if applicable) to ensure the front desk is always attended during business hours.
• 4. Compliance & ReportingEnsure all front-end interactions adhere to IRDAI guidelines and company compliance policies.
• Maintain accurate records of walk-in customers and daily interaction reports.
• Assist in internal and external audits by providing necessary documentation.

Candidate ProfileEducation & Experience:

• Education: Bachelor’s degree in any stream (Management or Hospitality background is a plus).
• Experience: 3–5 years of experience in Front Office/Customer Service, preferably within the BFSI (Banking, Financial Services, and Insurance) sector.

Skills & Competencies:

• Communication: Exceptional verbal and written communication skills in English and the local language.
• Technical: Proficiency in MS Office (Excel, Word) and CRM software.
• Soft Skills: High emotional intelligence, patience, and a "Customer First" mindset.
• Problem Solving: Ability to handle irate customers with tact and diplomacy.

Why Join PNB MetLife?At PNB MetLife, we lead with a "Milkar Life Aage Badhaye" philosophy. We offer a collaborative work environment, competitive benefits, and a clear path for career progression within the insurance industry.