Manager - Ecommerce

Position Manager - Ecommerce Incumbent Replacement Department Digital Marketing Ecommerce Function Ecommerce Reporting to Chief Manager - Ecommerce Band 4 Location Gurgaon Team size D I DR - 1 Non FTE - 1 Total 2 JOB SUMMARY The incumbent will be a key member of Max Life s Ecommerce Channel team responsible for Business Planning Partner Query and Complaint Management MIS and Analytics The role requires a strong understanding of business metrics and expertise in reporting and analytics The candidate will work closely with partner and internal stakeholders This position is part of the Enablement team and reports to the Chief Manager Ecommerce KEY RESPONSIBILITIES Business Reporting Planning 35 DRR ownership and attribution logic alignment and deployment Partner wise business reporting Individual reporting Monthly PnL planning and tracking Publish sub channel wise PnL every month Regular weekly rhythm with sub channel heads on business reporting and channel head Input tracker maintain and update Weekly business projections Design develop and maintain accurate and insightful business reports that support strategic and operational decision-making Monitor and analyze key performance indicators KPIs trends and business metrics to provide actionable insights to various stakeholders Collaborate with cross-functional teams to ensure data integrity consistency and timely availability of reports Prepare periodic reports such as daily weekly monthly and ad-hoc reports as required by management Annual business planning excel ownership for MFYP APE Product Mix Manpower Non FTE head count Reconciliation related to commissions and rewards Customer queries and Complaint Management 25 Serve as the primary point of contact for managing customer queries and complaints ensuring timely and satisfactory resolution Track document and analyze complaint trends to identify root causes and recommend process improvements Work closely with customer service operations and quality teams to address recurring issues and enhance the overall customer experience Maintain a comprehensive complaint management system and generate reports to highlight resolution status and customer feedback Report Automation 25 Identify opportunities to automate routine reporting tasks using appropriate tools and technologies e g Excel VBA Power BI MS Access Develop and implement automated dashboards workflows and data visualization solutions to improve efficiency and accuracy Collaborate with IT and data analytic teams to integrate automation solutions seamlessly into existing systems Legal Regulatory compliance Internal Audit 15 Web Aggregator Digital Intermediary Audit support and reporting Marketing creative IRDAI Filing repository management audit Process audit including retention or any other key business process SOP creation and tracking Ecom Data privacy SoP ownership and adherence DPDP Measures of Success Data Accuracy and TAT Voice of Partners Team Audit Rating - Advertisement Partner Business Planning Reporting - Feedback Channel head feedback on daily review rhythm Key Relationships Internal External Internal Sub Channel heads All AVP and above in Ecom CDO office for reporting and review templates CFT Leaders for cross functional support External Business Partners Key competencies skills required MIS and Reporting Process excellence and review rigor Written communication skills Ability to negotiate internally and externally Experience Work experience of at least 10 years At least 5 years in Insurance domain Candidate should have experience in MIS Reporting and analytics preferably in BFSI E-com sector Proven track record of working with cross-functional teams and with external partners Position Manager - Ecommerce Incumbent Replacement Department Digital Marketing Ecommerce Function Ecommerce Reporting to Chief Manager - Ecommerce Band 4 Location Gurgaon Team size D I DR - 1 Non FTE - 1 Total 2 JOB SUMMARY The incumbent will be a key member of Max Life s Ecommerce Channel team responsible for Business Planning Partner Query and Complaint Management MIS and Analytics The role requires a strong understanding of business metrics and expertise in reporting and analytics The candidate will work closely with partner and internal stakeholders This position is part of the Enablement team and reports to the Chief Manager Ecommerce KEY RESPONSIBILITIES Business Reporting Planning 35 DRR ownership and attribution logic alignment and deployment Partner wise business reporting Individual reporting Monthly PnL planning and tracking Publish sub channel wise PnL every month Regular weekly rhythm with sub channel heads on business reporting and channel head Input tracker maintain and update Weekly business projections Design develop and maintain accurate and insightful business reports that support strategic and operational decision-making Monitor and analyze key performance indicators KPIs trends and business metrics to provide actionable insights to various stakeholders Collaborate with cross-functional teams to ensure data integrity consistency and timely availability of reports Prepare periodic reports such as daily weekly monthly and ad-hoc reports as required by management Annual business planning excel ownership for MFYP APE Product Mix Manpower Non FTE head count Reconciliation related to commissions and rewards Customer queries and Complaint Management 25 Serve as the primary point of contact for managing customer queries and complaints ensuring timely and satisfactory resolution Track document and analyze complaint trends to identify root causes and recommend process improvements Work closely with customer service operations and quality teams to address recurring issues and enhance the overall customer experience Maintain a comprehensive complaint management system and generate reports to highlight resolution status and customer feedback Report Automation 25 Identify opportunities to automate routine reporting tasks using appropriate tools and technologies e g Excel VBA Power BI MS Access Develop and implement automated dashboards workflows and data visualization solutions to improve efficiency and accuracy Collaborate with IT and data analytic teams to integrate automation solutions seamlessly into existing systems Legal Regulatory compliance Internal Audit 15 Web Aggregator Digital Intermediary Audit support and reporting Marketing creative IRDAI Filing repository management audit Process audit including retention or any other key business process SOP creation and tracking Ecom Data privacy SoP ownership and adherence DPDP Measures of Success Data Accuracy and TAT Voice of Partners Team Audit Rating - Advertisement Partner Business Planning Reporting - Feedback Channel head feedback on daily review rhythm Key Relationships Internal External Internal Sub Channel heads All AVP and above in Ecom CDO office for reporting and review templates CFT Leaders for cross functional support External Business Partners Key competencies skills required MIS and Reporting Process excellence and review rigor Written communication skills Ability to negotiate internally and externally Experience Work experience of at least 10 years At least 5 years in Insurance domain Candidate should have experience in MIS Reporting and analytics preferably in BFSI E-com sector Proven track record of working with cross-functional teams and with external partners