Chief Manager - Renewals

Axis Max Life Insurance Limited; Gurugram District; Remote; INR 2,500,000 - 4,000,000; Full time

Job summary

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., seeks a Chief Manager – Renewals in Gurgaon. You will drive persistency across cohorts and renewals by coordinating with distribution, customer retention, and branch operations.

You will build dashboards, MIS, and action plans to improve renewal outcomes, lead cross-functional forums with Operations, Product, Customer Service, Compliance, Digital, and partners across agency and Bancassurance.

Qualifications

• Graduate/postgraduate degree; MBA preferred.
• 10-12 years in driving persistency with distribution teams or similar roles.
• Knowledge of Life Insurance products and policies.
• Data interpretation and MIS management.
• Process design and workflow optimization.

Responsibilities

• Develop and own the persistency roadmap across channels.
• Create dashboards and monthly reviews with distribution leadership.
• Identify at-risk segments and drive targeted action plans.
• Lead cross-functional forums with Operations, Product, Customer Service, Compliance and Digital.
• Partner with Agency, Bancassurance, Digital and Direct channels to drive initiatives.
• Act as primary SPOC for senior distribution leaders on persistency performance.
• Drive audit readiness, data accuracy and compliance for persistency processes.

Skills

Strategic thinking

Cross-functional leadership

Communication

Education

MBA preferred

Bachelor's degree or above

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.

#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply

Job Title Chief Manager – Renewals Location Gurgaon – 90C

Department Operations Function Renewals

Reporting to AVP – Renewals Band 4 B

JOB SUMMARY

The Incumbent would be responsible to drive persistency across various cohorts like 13M, 25M and rest cohorts and renewal by closely working with distribution, internal customer retention, branch ops and other relevant teams.

KEY RESPONSIBILITIES

• Develop and own the organization-wide persistency improvement roadmap across channels.
• Create measurable governance structures, dashboards, and monthly reviews with distribution leadership.
• Identify at-risk segments, cohorts, and geographies; drive targeted action plans.
• Lead cross-functional forums with Operations, Product, Customer Service, Compliance, and Digital
• Partner with Agency, Bancassurance, Digital, and Direct channels to drive improvement initiatives.
• Act as the primary SPOC for senior distribution leaders on persistency performance and interventions.
• Conduct periodic performance reviews, share insights, and drive accountability.
• Support channel incentive design from a persistency standpoint.
• Build and manage persistency MIS, dashboards, and analytics models (vintage-based, cohort, risk scoring).
• Drive insights on customer behavior, early warning triggers, and field-level productivity.
• Collaborate with analytics team to track renewal probability and optimize contact strategies.
• Streamline processes related to renewal collections, NACH activation, customer communication, and advisor support.
• Design field enablement toolkits, SOPs, reference guides, and communication frameworks.
• Identify bottlenecks and opportunities to enhance customer renewal journeys.
• Ensure adherence to IRDAI guidelines on persistency reporting and customer servicing.
• Drive audit readiness, data accuracy, and document compliance for persistency-related processes.

Measure of Success

• Renewal Collection Efficiency (monthly & YTD)
• NACH/ECS activation and mandate conversion ratios
• Adoption of digital renewal tools
• Productivity of renewal calling & customer outreach initiatives

DESIRED QUALIFICATIONS & EXPERIENCE

• Should be a graduate/ post graduate, (MBA preferred)
• Must have a minimum of 10-12 years’ experience in driving persistency by close working with distribution teams/ distribution support, or similar strategic roles
• Knowledge of Life Insurance products and policies
• Data interpretation, MIS management, and analytical problem-solving
• Process design, policy adherence, and workflow optimization

FOR LATERAL MOVEMENT

• Candidates who have a performance rating of G2V2 & have completed 12 months in the current role
• Candidates who have a performance rating of G3V3 & have completed 18 months in the current role

KNOWLEDGE / SKILLS / ABILITIES

• Strategic thinking with strong execution capability
• Collaboration & cross-functional leadership
• Communication and presentation skills