Team Member – Service Assurance

Role overview

This role sits within the Health Insurance business unit of Aditya Birla Health Insurance Company Ltd in Thane, Mumbai, Maharashtra. The position is part of the Contact Center function and is aligned to the Service Assurance team. It reports into Team Leaders – Offrole, with the managerial reporting line to DCM – Deputy Chief Manager. The JD was updated on 13-01-2023.

Purpose of the role

The customer service executive is expected to handle customer conversations on recorded calls, explain product benefits clearly, update customer records, and resolve questions and concerns while maintaining a consistently high quality of interaction.

Key responsibilities

• Explain health insurance product benefits in a clear and complete manner.
• Respond to customer questions, concerns, and service requests with professionalism.
• Maintain accurate customer information in the system and improve future contactability.
• Use active listening to understand issues and provide suitable resolutions.
• Handle interactions through relevant tools and applications in real time.
• Support customers in a way that improves their experience and satisfaction.
• Guide customers toward healthier choices and lower risk wherever appropriate.
• Manage multiple tasks efficiently while prioritizing time-sensitive work.

Role context

The health insurance market is highly competitive, with more than 15 private non-life players and 5 private health insurance specialists competing alongside nationalized providers. Much of the annual market, estimated at around 10,000 Crs, is renewed by existing service providers, which leaves only about 1500 Crs of fresh business actively contested. A major opportunity exists across SME and startup segments, and the challenge is to capture a larger share through solutions tailored to each segment, expanded channel reach, and cost-effective, standardized offerings.

Customer expectations are also changing. Health insurance buyers increasingly look at insurers as health advisors, not just payers. This means the role requires strong customer understanding, tailored communication, and the ability to support wellness-oriented propositions that create value for customers and business growth alike.

The industry has also been reshaped by COVID-19, with greater demand for health cover, rising hospitalizations, and higher claims pressure on insurers. Remote interaction and video-based service have become normal operating methods in the post-pandemic environment.

About the company and business proposition

Aditya Birla Health Insurance Co. Limited was incorporated in 2015 as a 51:49 joint venture between Aditya Birla Capital Limited and MMI Strategic Investments (Pty) Ltd, and began operations in October 2016. The company aims to grow health insurance beyond traditional customer segments through the idea of “Health Insurance for All,” delivered consistently across customer-facing and back-end processes.

The company’s offering includes a wellness-driven program that rewards healthy behavior, a chronic care management program designed to support customers from day one for conditions such as Diabetes, Asthma, High Cholesterol, and Hypertension, and a digital-first operating model that supports a paperless customer experience from onboarding to service delivery.

Challenges and opportunities

The role operates in an environment where customer perception must be continuously shaped through engagement and communication. Distribution enablement, training, cost discipline, and industry ecosystem readiness are all ongoing challenges. At the same time, the health insurance sector has significant growth potential because penetration remains low at around 3% of the retail population, creating room for channel expansion, product diversification, and profitable growth.

What success in this role requires

• Strong knowledge of health insurance products and processes.
• Excellent verbal communication and phone handling abilities.
• Good contact management and active listening skills.
• Comfort using CRM systems and other technical applications.
• Ability to stay organized, prioritize tasks, and manage time well.
• Customer-focused thinking and the flexibility to handle different personality types.
• Ability to provide accurate, valid, and complete information using the right tools.
• Skill in building trust through open and interactive communication.
• Capability to assess customer experience and work toward satisfaction.
• Patience, attention to detail, and strong written communication skills.

Key result areas

• Communication: share accurate and complete health insurance information so customers understand the product clearly.
• Data enhancement: keep customer data updated in the system to improve tracking and future reachability.
• Problem solving and technical handling: resolve customer issues through active listening and use of applications in real time.
• Multitasking: manage multiple service duties effectively and switch focus quickly when priorities change.

Reporting and relationships

This position does not have direct reports. Internal and external relationship details are listed as nil in the source document.

Organizational structure

The reporting chain listed for the role is: CSE → Team Leader → DCM → VP → CFO → CEO.

Additional notes

The source document identifies the job as an off-role position within the Contact Center setup. The job holder named in the sign-off section is Melvin Dsouza.