Chief Manager- Operations Customer Engagement Banca

Axis Max Life Insurance Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Axis Max Life Insurance Limited seeks an experienced operations professional to support governance, bank interaction, and quality of business across circles, clusters, and branches. The role focuses on persistency, E2R, free-look issuance and leakage control, with regular MOM reporting and ATR resolutions.

The ideal candidate has 7–10 years in financial services operations or customer services, strong process documentation skills, and the ability to work across functions with bank partners.

Qualifications

• Experience of 7-10 years in operations or customer services in a financial services industry.
• Knowledge of customer-centric approaches and cross-functional engagement.
• Strong ability to document processes and use office management software.

Responsibilities

• Weekly/Fort-nightly governance calls or meetings.
• Monthly FWG with Bank and Distribution.
• Quality of Business discussions and drive (Persistency/E2R/Free-look/issuance/leakage/Claims) for Circle/cluster.
• MOM drive and ATR resolution.
• Escalation and query management as single point of contact for bank complaints and service queries.

Skills

Customer centric

Process documentation

Relationship management

Office software skills

Tools

Databases

Spreadsheets

Presentations

Job description

• Weekly/Fort-nighly Governance calls/Meeting
• Monthly FWG with Bank and Distribution
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster
• MOM drive and ATR resolution
• Weekly/Fort-nighly Governance calls/Meetings
• Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster and Branches
• MOM drive and ATR resolution

3) ESCALATION & QUERY MGMT

Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head

4) TRAINING :

Train and educate bank staff on the various ops process and new initiatives and address FAQs

Desired qualifications and experience

• Experience of 7-10 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:

• Customer centric approach
• Process documentation and systems approach
• Previous experience preferably in relationship management and cross functional engagement
• Computer skills in using databases and office management software including spreadsheets/presentation skills.

Measure of Success:

• >90% M0 issuance and 94% M2 Issuance
• 100% Customer Service and complaint resolution within TAT
• Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%
• Customer retention and reduction in leakage (less than 6 % pre and post)
• Ops process awareness and trainings in Bank and Distribution team on ops processes and policies
• Meet the renewal / persistency targets
• Meet the Surrender retention targets
• Audit ratings of 2 or above in all internal audits