Max Life Insurance Company Limited | Senior Manager – Customer experience | gurugram
1 month ago
KEY RESPONSIBILITIES
Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment
Work with function heads to own specific initiatives and work with CFTs to deliver these
Give CX perspective on key customer journeys
Management of communication related issues, DNPS, service recovery and NPS insighting
Partner in creation of our customer centricity roadmap and reduction of customer concerns
Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA
Identify gaps and work with FLG units on closure of these process/tech items
General expectations w.r.t the role
Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer experience items, comprehensively to senior management along with FLG leaders
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
- Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
- Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
- Successful archival of knowledge and dissemination of it across business functions
- Positive feedback and appreciation from business owners and decision makers.
KEY COMPETENCIES/SKILLS REQUIRED
- 4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firms
- Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
- Ability to work with cross functional teams; strong networking and inter‐personal skills
- Detail‐oriented, organized, critical thinker with strong work ethics
- 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.
- Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
- Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
- Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
- Life insurance experience a plus, but not mandatory
MEASURES OF SUCCESS
- Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service,reduce offline transactions, grievance counts, etc.
- Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation
- Successful archival of knowledge and dissemination of it across business functions
- Positive feedback and appreciation from business owners and decision makers.
KEY COMPETENCIES/SKILLS REQUIRED
- 4 to 6 years. Presently should be in customer experience, digital, corporate strategy roles for large business or engagement managers in top tier consulting firms
- Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience
- Ability to work with cross functional teams; strong networking and inter‐personal skills
- Detail‐oriented, organized, critical thinker with strong work ethics
- 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.
- Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.
- Analytical skills and judgment to solve problems with limited information at hand by learning and using Statistical tools and logics.
- Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.
- Life insurance experience a plus, but not mandatory
Desired qualification and experience
Management Graduates from tier 1 business schools or 4 to 6 years in customer experience kind of profile or 5-6 years of experience in similar role. Presently should be in corporate strategy roles/customer experience for large business, engagement managers in top tier consulting firms
Life insurance experience a plus, but not mandatory
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gurugram, India Max Life Insurance Company Limited Full timeMax Life Insurance Established in year 2000, Max Life Insurance is currently 4th largest private life insurer and the largest non-bank life insurer in India. It is subsidiary of the publicly listed Max Financial Services Limited and joint venture between Max India Ltd and Axis Bank. The Company has more than 40 Lakh customers, with gross written premium of...
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gurugram, India Max Life Insurance Company Limited Full timeKEY RESPONSIBILITIES Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment Work with function heads to own specific initiatives and work with CFTs to deliver these Give CX perspective on key customer journeys Management of communication related issues, DNPS, service recovery and NPS...
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gurugram, India Max Life Insurance Company Limited Full timeMax Life InsuranceEstablished in year 2000, Max Life Insurance is currently 4th largest private life insurer and the largest non-bank life insurer in India. It is subsidiary of the publicly listed Max Financial Services Limited and joint venture between Max India Ltd and Axis Bank. The Company has more than 40 Lakh customers, with gross written premium of...
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gurugram, India Max Life Insurance Company Limited Full timeMax Life Insurance Established in year 2000, Max Life Insurance is currently 4th largest private life insurer and the largest non-bank life insurer in India. It is subsidiary of the publicly listed Max Financial Services Limited and joint venture between Max India Ltd and Axis Bank. The Company has more than 40 Lakh customers, with gross written premium of...
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gurugram, India Max Life Insurance Company Limited Full timeMax Life InsuranceEstablished in year 2000, Max Life Insurance is currently 4th largest private life insurer and the largest non-bank life insurer in India. It is subsidiary of the publicly listed Max Financial Services Limited and joint venture between Max India Ltd and Axis Bank. The Company has more than 40 Lakh customers, with gross written premium of...
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gurugram, India Max Life Insurance Company Limited Full timeAbout Max Life AI Works Max Life Insurance, one of the leading life insurers and the largest non-bank owned private life insurer in India. The Company has more than 40 Lakh customers, 17,79,409 Crores of sum assured and presence with 304 offices in 140+ cities across India. Max Life is consistently ranked within top 50 on the ‘100 Best Companies to Work...
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gurugram, India Max Life Insurance Company Limited Full timeAbout Max Life AI Works Max Life Insurance one of the leading life insurers and the largest non-bank owned private life insurer in India. The Company has more than 40 Lakh customers, 17,79,409 Crores of sum assured and presence with 304 offices in 140+ cities across India. Max Life is consistently ranked within top 50 on the ‘100 Best Companies to Work for...
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gurugram, India Max Life Insurance Company Limited Full timeAbout Max Life AI Works Max Life Insurance one of the leading life insurers and the largest non-bank owned private life insurer in India. The Company has more than 40 Lakh customers, 17,79,409 Crores of sum assured and presence with 304 offices in 140+ cities across India. Max Life is consistently ranked within top 50 on the ‘100 Best Companies to Work...
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