Chief Manager – Customer Service

3 weeks ago

Lucknow, India Axis Max Life Insurance Limited Full time

JOB SUMMARY: This role will primarily be responsible for the following areas:1. Provide analytical and strategic support to the team by tracking and reviewing important KPI’s (complaints, freelook cancellations etc.) across channels. Perform diagnostics on identified problem areas and working with relevant teams to problem-solve;2.Partner with functions like BIIG and Distribution to find the root cause(s) and solves thereofThe role will require substantial intersection management and collaboration with various teams/internal customers.KEY RESPONSIBILITIES: Strategic and Analytical supporto Work with the BIIG function to ensure comprehensive, regular and active tracking of all important KPIs for the functiono Assess the overall function performance (against historical, target, as well as competition numbers) and identify problem areaso Deep-dive identified areas to get actionable insights; Prepare action plans (to resolve identified issues) and program manage these initiatives as part of the regular operations and transformation governance forums.General expectations w.r.t the roleo Execute and deliver on projects with predetermined measures of success.o Work with cross functional team to identify and analyze key levers impacting the process / work area.o Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems. MEASURES OF SUCCESS: ·Learning and continuous effort to perfect usage of template problem solving techniques, statistical tools and logics.·Successful integration of Analytical solutions with Business processes and systems for ongoing usage.·Successful archival of knowledge and dissemination of it across business functions·Positive feedback and appreciation from business owners and decision makers. JOB REQUIREMENTSMINIMUM EDUCATION:· Management Graduate preferred with 8-9 years of experienceMINIMUM/SPECIFIC EXPERIENCE:· Experience in “corporate strategy” roles will be an advantage· Life insurance experience preferred, but not mandatoryKNOWLEDGE/SKILLS/ABILITIES:·Excellent communication skills and a thoughtful, persuasive personal style.· Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.·Being boundary-less is of critical importance as the role will require working through several business projects.· Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.

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