Assistant Manager - Renewals

Axis Max Life Insurance; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Axis Max Life Insurance in Gurgaon is seeking an Assistant Manager in Operations to drive surrender retention through coordination with Branches, Distribution Teams, Call Centers, and other key stakeholders. The role emphasizes monitoring surrender trends and maintaining strong data-driven oversight.

Key responsibilities include owning retention performance, coordinating cross-functional teams, analyzing trends, and developing actionable retention initiatives to improve policy retention and

Qualifications

• Candidates must have exposure to life insurance surrender retention.
• Experience in BFSI or telecom is preferred.
• Strong analytical and data-driven problem solving.

Responsibilities

• Drive surrender retention performance by monitoring surrender requests and retention conversion.
• Coordinate with Branches, Distribution Teams, Call Centers and Operations for timely interventions.
• Monitor surrender trends, customer behaviour and channel-wise performance.
• Analyze policy and performance data to identify root causes and improvement areas.
• Develop retention initiatives based on data insights and stakeholder inputs.
• Prepare MIS/dashboards tracking surrender inflow, retention, ageing, and performance.
• Highlight gaps and escalate concerns with recommended actions.
• Review surrender retention journey and implement process improvements.
• Drive follow-up and closure to maximize case resolution.
• Support management reviews with actionable insights and performance highlights.

Skills

Surrender retention

Stakeholder management

Communication

Analytical thinking

Data interpretation

Education

Graduate/Post-Graduate in Business/Technology/Operations

Lean/Six Sigma/PM certifications

Job description

Job Title

Assistant _Manager

Location

Gurgaon

Department

Operations

Function

Customer & Retention

Reporting to

Sr Manager - Customer Retention

Band

5 A

Job Summary

The role will be responsible for driving surrender retention outcomes through effective coordination with Branches, Distribution Teams, Call Centers, and other key stakeholders , along with strong monitoring and analysis of surrender trends.

Key Responsibilities

• Drive Surrender Retention Performance: Own and drive overall surrender retention performance by closely monitoring surrender requests, retention conversion, and key operational metrics to maximize policy retention.


• Stakeholder Coordination: Work closely with Branches, Distribution Teams, Call Centers, Operations, and other internal stakeholders to ensure timely intervention on surrender cases and improve overall retention outcomes.


• Monitor Surrender Trends: Regularly monitor surrender inflows, retention trends, customer behaviour, channel-wise performance, and other key indicators that may impact surrender and retention performance.


• Data Analysis & Root Cause Identification: Analyze policy-level and performance data to identify key gaps, emerging trends, root causes for surrender, and areas requiring immediate attention or improvement.


• Develop Retention Strategies: Identify and implement actionable retention initiatives based on data insights, customer feedback, operational gaps, and stakeholder inputs to improve retention conversion.


• Performance Tracking & Reporting: Prepare and maintain regular MIS/dashboards to track surrender inflow, retention conversion, pending cases, ageing, trends, and stakeholder/channel-wise performance.


• Identify & Escalate Key Concerns: Highlight critical performance gaps, process bottlenecks, unusual surrender trends, and areas requiring management intervention with clear observations and recommended actions.


• Process Improvement: Continuously review the surrender retention journey and identify opportunities to improve processes, turnaround time, customer engagement, case allocation, follow-up mechanisms, and overall operational effectiveness.


• Drive Follow-up & Closure: Ensure effective tracking and follow-up of retention opportunities with relevant teams to improve timely customer engagement and maximize case closure.


• Support Management Reviews: Provide actionable insights, performance highlights, key challenges, and improvement plans for periodic business and management reviews.

Measure of Success

• Improvement in Surrender Retention % and achievement of defined retention targets.


• Reduction in surrender outflow through timely and effective customer intervention.


• Improvement in contactability and follow-up conversion across assigned surrender cases.


• Higher retention conversion across Branch, Distribution and Call Center channels.


• Timely case action and follow-up, with reduction in pending and ageing cases.


• Identification and closure of key process gaps impacting surrender retention.


• Effective stakeholder engagement and timely resolution of escalated cases.


• Accurate and timely MIS/reporting


• Successful implementation of retention initiatives


• Continuous improvement in customer experience

Preferred Experience

• 01-03 years in Managing Call Centre or Team Management.


• Experience in BFSI / Telecom

Education

• Graduate/Post-Graduate in Business, Technology, Operations, or equivalent.


• Certifications in Lean, Six Sigma, Project Management preferred.

FOR Lateral Movement

Candidates who have a performance rating of G2V2 and have completed 12 months in the current role.

Candidates who have a performance rating of G3V3 and have completed 18 months in the current role.

Key Skills Required

• Surrender Retention / Customer Retention within the Life Insurance domain


• Stakeholder management and interpersonal skills


• Communication and coordination capabilities


• Analytical and problem-solving mindset


• Ability to interpret data and convert insights into actionable solutions

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.