ABOUT US

ACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.

We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.

But what truly sets us apart? Our people. At ACKO, every Ackerʼs voice and ideas matter. Weʼre a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.

Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKOʼs value proposition of ʻWelcome Changeʼ focuses on offerings that make insurance simple and hassle-free! With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.

Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims”! Anchored in a tech-centric philosophy, ACKOʼs approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Ackerʼs idea matters, their voice is heard, and their growth is part of our mission.

Job Description

• Plan and assign daily tasks to the team based on inflow and criticality of the tasks.

• Handle customer complaints and escalations and drive them to logical closure with help from the TL

• All assigned tasks need to be performed within the stipulated timelines and Quality standards by the team.

• Drive daily Operational metrics by interacting with the FEs and tracking real time status on the ground.

• Communicate effectively with Acko management and the FE team regarding real time customer issues and escalations to provide timely resolution/closure of all tasks.

• Ensure appropriate documentation and records are maintained and checked as per the SOP for each task.

• Be responsible for end to end Customer Experience and work towards improving the same through frequent improvement projects and training interventions

• Build a strong team of FEs by guiding and motivating them to deliver on their KPIs and by providing continuous feedback/training etc.

• Liaise with internal stakeholders as and when required to build better processes and internal controls

• Work towards measuring and improving CSAT/NPS/CES metrics on a regular basis

Key Skills

• Must have good time management and prioritization skills

• Should demonstrate strong commitment towards people, processes and customers

• Must be a team player and have the ability to coach/mentor executives regularly

• Should demonstrate ownership for all customer facing metrics and be “customer obsessed” to deliver excellent end to end customer experience at all times

• Must have problem solving abilities and be able to come up with multiple solutions to a problem

• Must have strong communication skills

• Know how of MS Office, report generation, basic data management/analysis and presentation skills

Required Candidate profile

• Should be a graduate or above. A bachelor's or associate's degree in operations management or business management may be advantageous.

• Proven work experience in fleet/operations management.

• Experience in building & managing large operations.

• Good working knowledge of operational procedures and policies.

• Strong team management, administrative management, and organizational skills.

• Excellent leadership and decision-making skills.

• Good communication and interpersonal skills.

• Should be flexible working 6 days with 1 rotational week off.

• Comfortable working in rotational shifts.