Deputy Manager - Customer Engagement (Agency)

Axis Max Life Insurance Limited; Gujarat; On-site; INR 600,000 - 800,000; Full time

Job summary

Axis Max Life Insurance Limited is seeking a Deputy Manager – Customer Engagement in Jamnagar. This role sits in the Customer Engagement department within Operations- Agency and reports to the Sr. Manager - Customer Engagement.

Band 5B indicates mid-seniority level with duties spanning office administration and client-facing activities. The incumbent will manage frontline customer services, process new business, handle premium banking, and ensure timely responses to queries while driving high

Qualifications

• Graduate / Post-Graduate in any discipline.
• 5-7 years experience handling front end customer services.
• Knowledge of service quality is required.

Responsibilities

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating

Skills

Front end customer service

Service quality

Education

Graduate / Post-Graduate

Job description

Job Description

Job Title: Deputy Manager – Customer Engagement

Location: Jamnagar

Department: Customer Engagement

Function: Operations- Agency

Reporting to: Sr. Manager - Customer Engagement

Band: 5B

Key Responsibilities:

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success:

• Customer Engagement - 70%
• Surrender Retention - 70%
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be < 10 days
• Surrender Requests <1%
• 100 % Accuracy of POS requests
• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2

Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 5-7years experience handling front end customer services
• Knowledge of service quality is required

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.

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