Chief Manager- Customer Service

1 day ago

Gurgaon, India Axis Max Life Insurance Limited Full time

JOB SUMMARY Customer experience works with the Operations, Technology and marketing teams within Max Life. This team manages the customer journey mapping, communication revamp, reimagining digital asset journeys from CX perspective, managing B2C, B2B and B2B2C assets for demand management perspective, NPS for FLG and customer engagement related initiatives. To run efficient and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions. We call this control tower, this vertical will direcly report to this role. Also, within CX team sits the Escalation handling shop where escalations emanating from ORM, Leadership ids etc are reported, this role will also be responsible for day to day governance of this unit. Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA o Identify gaps and work with FLG units on closure of these process/tech items • Managing Level 2 Email shop(dealing with customer escalations) Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas , RCA and CAPA o Identify gaps and work with FLG units on closure of these process/tech items Managing Level 2 Email shop(dealing with customer escalations): o Management of daily governance, staffing, Accuracy and training and development of team o Dashboarding and reporting of WIPS, governance etc Litigation, UNO enhancements etc. o Ensuring there is a training mechanism in place to achieve desired accuracy o Creating a world class Customer escalation handling email unit with better empowerment, training, manpower and automation Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment o Governance of Control tower rhythm, stakeholder management Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer email handling items, comprehensively to senior management along with FLG leaders • 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. Visible improvement in key fulfillment / customer metrics such as customer concerns, NPS, TATs, self service, reduce offline transactions, grievance counts, etc. · Presently should be in customer escalation handling, managing CAPA units · Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience · strong networking and inter‐personal skills · Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects. · Should be competent at analyzing both quantitative and qualitative data. · Life insurance experience a plus, but not mandatory

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