Assistant Manager - Customer Engagement (Agency)

Axis Max Life Insurance Limited; Haryana; On-site; INR 500,000 - 800,000; Full time

Job summary

Axis Max Life Insurance Limited in Faridabad is seeking an Assistant Manager – Customer Engagement to handle front-line customer services in the Operations department. The role reports to Sr.

Manager - Customer Engagement and requires 2-3 years of experience with strong customer-centric focus. The position emphasizes process adherence, service quality, and achieving targets, with responsibilities including banking of premiums, policy issuance support, and timely responses to queries.

Qualifications

• Graduate / Post-Graduate in any discipline.
• 2-3 years’ experience handling front end customer services
• Knowledge of service quality is required

Responsibilities

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life Claims processing
• Handling compliance issues.
• Audit Rating

Skills

Customer centric

Excellent communication

Coordination skills

Excel data management

Education

Graduate / Post-Graduate in any discipline

Job description

Career Opportunities

Job Code: IJP-Asst Mgr Customer Engagement

Position

Asst Mgr – Customer Engagement

No. of Positions 1

Department

Operations

Function Field Operations

Reporting to

Sr. Manager - Customer Engagement

Band 5A

Location

Faridabad

Last date of submission

Key Responsibilities

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success

• Service to Delight-NPS-90 & 3 days TAT
• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-90
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2
• Service to Recruitment-100%
• Service to Sales(Agency & Cat)-100%
• Persistency-90%
• Freelook to retain-45%

Desired qualifications and experience

• Graduate / Post-Graduate in any discipline.
• 2-3 years’ experience handling front end customer services
• Knowledge of service quality is required

Knowledge and skills required

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good