Chief Manager-Operations Customer Service

6 days ago

Gurgaon, Haryana, India Axis Max Life Insurance Limited Full time ₹ 15,00,000 - ₹ 60,00,000 per year

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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