Assistant Manager - Renewals

Axis Max Life Insurance Limited; Gurugram District, Gurgaon; Remote; INR 500,000 - 800,000; Full time

Job summary

Axis Max Life Insurance Limited, a joint venture between MFSL and Axis Bank, seeks an Assistant Manager in Gurgaon to drive surrender retention through cross-functional coordination. The role involves data-driven analysis, monitoring trends, and implementing retention strategies to improve policy retention and customer outcomes.

The position reports to the Senior Manager – Customer Retention and requires 01–03 years’ experience in managing call centers or teams, with a background in BFSI or

Qualifications

• 01–03 years in Managing Call Centre or Team Management.
• Experience in BFSI / Telecom preferred.
• Graduate/Post-Graduate in Business, Technology, Operations, or equivalent.

Responsibilities

• Drive Surrender Retention Performance by monitoring surrender requests, retention conversion, and key metrics.
• Coordinate with Branches, Distribution Teams, Call Centers, Operations, and stakeholders for timely surrender case intervention.
• Monitor surrender inflows, retention trends, customer behaviour, channel performance, and indicators affecting surrender.
• Analyze policy-level and performance data to identify gaps, trends, root causes, and areas needing improvement.
• Develop retention initiatives based on data insights and stakeholder input to improve retention conversion.
• Prepare MIS/dashboards to track surrender inflow, retention conversion, ageing, and channel performance.
• Escalate critical concerns with clear observations and recommendations.
• Review surrender retention journey to identify process improvements and reduce turnaround time.
• Drive follow-up and closure of retention opportunities with relevant teams.

Skills

Surrender Retention

Stakeholder management

Communication

Analytical skills

Data interpretation

Education

Graduate/Post-Graduate

Job description

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a joint venture between Max Financial Services Limited ("MFSL") and Axis Bank Limited.

Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery, and a well-trained human capital.

Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.

Job Description

Job Title Assistant _Manager Location Gurgaon – 90C

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

1 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.

2 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.

3 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.

4 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.

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

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

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

8 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.

9 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.

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

Measure of Success:

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

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

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

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

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

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

Ø Effective stakeholder engagement and timely resolution of escalated cases.

Ø Accurate and timely MIS/reporting

Ø Successful implementation of retention initiatives

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,

Ø Candidates who have a performance rating of G2V2 & have completed 12 months in the current role

Ø Candidates who have a performance rating of G3V3 & have completed 18 months in the current role

Key Skills Required

• Proven experience in Surrender Retention / Customer Retention within the Life Insurance domain.
• Strong stakeholder management and interpersonal skills.
• Good communication and coordination capabilities.
• Strong analytical and problem-solving mindset.
• Ability to interpret data and convert insights into actionable solutions.

About Axis Max Life Insurance

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited ("MFSL") and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.