Chief Manager-Operations Customer Service

3 weeks ago

Gurgaon Division, India Axis Max Life Insurance Limited Full time

Role Overview : The Chief Manager – Operations will be responsible for leading large-scale insurance operations, driving operational excellence through strategic initiatives, digital transformation, and data-driven governance. The role demands strong leadership, an ability to influence cross-functional teams, and a focus on delivering superior customer experience through efficient processes and empowered teams. Key Responsibilities: Operational Leadership : Oversee day-to-day operations across multiple customer service processes ensuring high accuracy, productivity, and service quality. Strategic Execution: Translate organizational strategy into actionable operational plans to achieve business outcomes and service KPIs. People Management : Lead and develop large, diverse teams with a focus on engagement, performance management, and capability building. Digital & Analytics Enablement : Drive adoption of digital tools, automation, and analytics for improving process efficiency, customer experience, and decision-making. Governance & Risk Management : Establish strong process controls, performance monitoring frameworks, and data-driven governance to pre-empt potential issues and drive continuous improvement. Stakeholder Management : Collaborate with cross-functional teams including Sales, Digital, Product, Compliance, and to ensure smooth service delivery and seamless execution of business priorities with measurable outcomes Customer-Centric Operations : Champion process improvements and initiatives to enhance customer experience and service turnaround times. Insights & Performance Reporting : Generate insights & dashboards to support management reviews, track key operational metrics and present insights, trends, and recommendations to senior management for informed decision-making. Skills & Competencies: Strong strategic and analytical thinking with demonstrated ability to translate insights into action. Exceptional people management and leadership skills with experience in leading large teams. Data-driven approach with proficiency in using analytics and dashboards for decision-making. Exposure to process re-engineering, automation, and digital transformation initiatives. Excellent communication and stakeholder management skills – ability to influence across levels and functions without direct authority. Deep understanding of insurance customer service operations, processes, and regulatory environment. Strong problem-solving orientation and ability to anticipate operational challenges proactively. Experience & Qualifications: Experience: Minimum 10 years of progressive experience in managing large-scale operations, preferably in the insurance or financial services industry. Educational Qualification: MBA from a reputed institute (preferably Tier-1 or Tier-2 B-school). Preferred Background: Experience in operational strategy, process excellence, or customer service transformation functions. Personal Attributes: High ownership mindset with a bias for action and results. Collaborative and empathetic leader with a customer-first orientation. Agile and adaptable to a dynamic business environment. Strong integrity and governance orientation.

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