Hari Shankar Mishra
VP, Customer Service
Future Generali India Insurance Company Ltd.
Head of Customer Service Operations and overall Customer Experience Management at FGII with eighteen years of experience in the domain. Associated earlier with Wipro BPO
and its clients like Dell and Capital One.
Future Generali’s customer-centricity is well recognized in the market and has received various national and international awards like the ‘Medallia Expy Award’, ‘Stevie Awards for Sales & Customer Service’, ‘Impresa Award’ for ‘Fair Business’ and ‘Kamikaze B2B Media Awards’ for ‘Most Customer Centric Company’.
Some of the key engagements that Hari is responsible to drive:
Customer insights management through T-NPS deployment across policy lifecycle which engages frontline and management alike. Service-recovery through real-time close-loop and root-cause analysis to drive structural improvement and innovation projects.
Setup and management of the centralized Customer Service Operations (along with CRM & contact centre platforms), as well as managing the customer experience across locations and throughout the policy lifecycle.
Foster the Service culture through structured learning platforms and engagement & recognition programs - ‘Every Employee a CEO (Customer Experience Officer), Claim Guru, JOSH (Joy of Service Heroes), Service weeks, Insurance Awareness Weeks etc.
Driving Insurance-Awareness & Customer-Education and Protection of Policy Holders Interests as the designated GRO (Grievance Redressal Officer) & Nodal Officer for Insurance Awareness.
Education & Certifications:
Bachelors in Tourism Studies & Diploma in Hotel Management. Certified Black Belt in Six Sigma and Change Management (GenX program of Generali Asia), Operational Customer Experience Management (OCEM – level-2) from Medallia Institute and Licentiate Certificate from Insurance Institute of India.