Team Leader - Operations

💼 Job Title: Team Leader

📍 Location: Gariahat Branch, Kolkata

🏢 Company: Kotak Mahindra Life Insurance Company Ltd.

🕒 Employment Type: Full-time

🌟 About the RoleAre you passionate about delivering exceptional customer experiences? 💬

As a Customer Relations Officer (CRO) at Kotak Life, you’ll be the face of our brand, ensuring every customer feels valued, supported, and delighted at every touchpoint. You’ll play a key role in relationship management, policy servicing, renewals, and customer engagement within our Gariahat branch.

🚀 Key Responsibilities🤝 Customer Service & Relationship Management

• Be the first point of contact for walk-in and telephonic customers.
• Resolve queries related to policies, premiums, claims, and benefits with professionalism.
• Ensure quick turnaround time (TAT) and maintain high customer satisfaction levels.
• Follow up for policy renewals and improve persistency ratios.
• Educate customers about digital platforms & online services (e.g., Kotak Life App).

💼 Sales Support & Business Development

• Assist in lead generation and coordinate with sales teams for closures.
• Identify opportunities for cross-selling and up-selling life insurance products.
• Support Relationship Managers in customer onboarding and policy issuance.

📑 Operations & Compliance

• Manage KYC, documentation, and policy servicing forms accurately.
• Coordinate with back-office and underwriting teams for seamless processing.
• Ensure 100% compliance with IRDAI guidelines and internal policies.

💡 Key Skills & Attributes✨ Strong communication & interpersonal skills

✨ Customer-first mindset with problem-solving ability

✨ Knowledge of Life Insurance / BFSI sector

✨ Attention to detail & multitasking skills

✨ Proficiency in MS Office & CRM tools

✨ Fluent in English, Hindi, and Bengali (preferred)

🎓 Qualifications & Experience🎯 Education: Graduate in any discipline (B.Com / BBA preferred)

🎯 Experience: 1–3 years in Customer Service / Sales Support / Operations within the Financial or Insurance sector

• 📊 Key Performance Indicators (KPIs)✅ Customer Satisfaction (CSAT / NPS)
• ✅ Policy Renewal & Persistency
• ✅ Service Turnaround Time (TAT)
• ✅ Cross-sell / Up-sell Conversions
• ❤️ Why Join Kotak Life?🌱 A trusted brand with over a decade of excellence in life insurance
• 🧭 Strong focus on growth, learning, and career development
• 💰 Attractive incentives, rewards, and recognition programs
• 🤝 A collaborative, inclusive, and customer-centric work culture