Assistant Manager - Customer Engagement (Agency)

Axis Max Life Insurance; India; Remote; INR 600,000 - 800,000; Full time

Job summary

Axis Max Life Insurance is seeking an Assistant Manager- Customer Engagement in Coimbatore APC to oversee Operations - Agency functions and support customer service excellence.

The role focuses on managing office administration, processing new business, premium banking, and ensuring prompt responses to queries while maintaining high NPS scores.

Qualifications

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

Responsibilities

• Manage office administration assets and upkeep.
• Agents contracting
• New business processing
• Banking of initial & renewal premium
• Handle petty cash and vendor payments
• Retention of surrender requests
• Execute service requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating

Skills

Customer-centric

Communication skills

Coordination skills

Excel data management

Education

Graduate / Post-Graduate in any discipline

Tools

Excel

Job description

Career Opportunities

Job Code: IJP- Executive Customer Engagement

Position

Assistant Manager- Customer Engagement

Department

Operations

Function

Operations - Agency

Reporting to

Asst Manager - Customer Engagement

Band

5A

Location

Coimbatore APC

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 and Health Claims processing


• Handling compliance issues.


• Audit Rating

Measure of Success

• Service to Delight- 3Days


• Customer Engagement - 70%


• Surrender Retention - 68%


• NPS-85


• 100% Banking with 24 hours.


• Vendor payment TAT should be


• Surrender Requests


• 100 % Accuracy of POS requests


• 100 % Accuracy of Customer service


• Zero Day upload of POS & Claims Docs in FTP server.


• Audit rating 2

Desired qualifications and experience

• Graduate / Post-Graduate in any discipline.


• Minimum 2 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