Assistant Manager - Customer Service

Axis Max Life Insurance; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

Axis Max Life Insurance is looking for an Assistant Manager to lead the Voice-of-Customer program and ensure end-to-end resolution of customer issues. The successful candidate will be responsible for enhancing customer experiences by analyzing feedback, managing key metrics, and fostering strong relationships across teams.

Ideal candidates should have 3-5 years of experience in the Insurance domain along with strong analytical and stakeholder management skills. The position is crucial for embedding customer-centric practices throughout the organization.

Qualifications

• 3-5 years experience in Insurance Domain.

Responsibilities

• Design and execute the Customer Hour initiative for leadership.
• Enable leaders with curated customer case histories and guides.
• Conduct deep-dive analysis of customer feedback.
• Own lifecycle of customer issues ensuring timely closure.
• Build and manage leadership dashboards for reporting.

Skills

Analytical ability

Customer empathy

Stakeholder management

Program management

Dashboarding tools expertise

Ambiguity management

Complaint handling

Education

Graduate

Job description

Job Description

Job Title: Assistant Manager

Location: Gurugram-90C

Department: Operations: Management

Function: Operations

Reporting to: Manager - Operations

Band: 5A

JOB SUMMARY

Drive and institutionalize a structured Voice-of-Customer (VoC) program through the Customer Hour initiative, enabling direct leadership engagement with detractor customers. The role will be responsible for translating customer conversations into actionable insights, identifying systemic gaps, and ensuring end-to-end resolution of customer issues.

This position will play a critical role in embedding customer obsession across leadership layers, improving key experience metrics such as NPS, retention, and service quality, and strengthening feedback-to-action loops across the organization.

KEY RESPONSIBILITIES

• 1. Program Design & Execution
  • a. Design, execute, and scale the Customer Hour initiative for EMC and SLT leadership
  • b. Plan and execute monthly Customer Hour sessions, ensuring consistency, quality, and scalability
  • c. Facilitate on-ground leadership customer connects as part of on-going field initiatives
  • d. Drive structured adoption across business functions and channels
• 2. Leadership Enablement
  • a. Enable leaders with curated list of detractor customers per session (channel/function-wise) in coordination with DSR team
  • b. Prepare comprehensive customer case history (policy details, history, complaint summary) and structured conversation guides with probing points and expected outcomes
  • c. Ensure each leader completes minimum 4 customer interactions per quarter and drive adoption across leaders and functions
• 3. Action Planning & Insight Aggregation
  • a. Establish a central repository for all customer issues identified during Customer Hour
  • b. Conduct deep-dive analysis of customer feedback (qualitative + quantitative)
  • c. Identify root causes across process, system and communication gaps
  • d. Translate findings into actionable problem statements for leadership decisions
• 4. Issue Resolution & Governance
  • a. Own end-to-end lifecycle of all customer issues raised, ensure timely closure (within TAT), track SLA breached and elevate delays
  • b. Partner with cross-functional teams to drive implementation
• 5. Dashboarding & Reporting
  • a. Build and manage leadership dashboards for Customer Hour participation, Issues identified vs. closed, Structural vs. tactical problems and any other parameters tracked in Utkarsh.

Measures of Success

• Number of Customer Hour sessions conducted
• Leadership participation rate (% EMC/SLT coverage)
• Number of customer interactions completed per leader
• Volume of issues identified (structural & tactical)
• % issues closed within TAT / SLA adherence
• Reduction in repeat complaints / detractor base
• Improvement in NPS / Customer Obsession Index (COI)

Key Relationships (Internal / External)

• Internal:
  • EMC / SLT leaders (primary stakeholders)
  • Distribution, Operations, and Customer Service teams, IT, and Business Excellence teams
  • Analytics / BIIG teams for dashboarding and data support
• External:
  • Customers (particularly detractors and critical cases)
  • Third-party vendors (if involved in customer outreach or data support)

Key competencies/skills required

• Strong analytical and problem-solving ability (RCA, pattern detection)
• High attention to detail & customer empathy
• Excellent stakeholder management and influencing ability
• Strong program management and execution orientation
• Expertise in dashboarding tools
• Capability to manage ambiguity and cross-functional dependencies
• Experience in complaint handling or service excellence frameworks

Desired qualification and experience

• 3-5 years experience in Insurance Domain
• Graduate