Deputy Manager - Customer Service

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

Job summary

Axis Max Life Insurance in Gurugram is seeking a Deputy Manager - Customer Service to lead the Operations - Customer Service function. You will manage daily operations, coach a team, and drive performance against service metrics.

The role requires 4–5 years in a customer service leadership capacity, strong leadership and communication skills, and the ability to analyze data to improve outcomes. This is a full-time on-site position in Gurugram.

Qualifications

• Minimum 4–5 years in a customer service leadership role.
• Excellent communication and problem-solving skills.
• Strong leadership and coaching abilities.
• Data-driven with ability to analyze metrics.
• Experience with CRM and ticketing software.
• Experience managing remote teams.
• Ability to work in a fast-paced environment with multiple priorities.
• Strong organizational and time-management skills.
• Adaptability to changing requirements.

Responsibilities

• Oversee daily operations of the team.
• Provide leadership, coaching and support to team members to meet performance goals.
• Monitor performance and develop action plans to improve productivity and quality.
• Develop and maintain customer service standards and policies.
• Identify opportunities for process improvements and make recommendations to management.
• Coordinate with other departments to resolve issues in a timely manner.
• Collaborate on strategies to enhance customer experience and retention.
• Develop and maintain reports of team performance with metrics such as volume and CSAT.
• Conduct regular performance evaluations and provide feedback to team members.

Skills

Leadership

Communication

Problem solving

Data-driven

CRM knowledge

Remote teams

Time management

Organizational skills

Multitasking

Interpersonal skills

Education

MBA preferred

Graduate

Tools

CRM software

Ticketing system

Job description

Job Title: Deputy Manager - Customer Service

Location: Gurugram

Department: Operations

Function: Operations - Customer Service

Reporting to: Senior Manager - Customer Service

Band: 5B

Responsibilities

• Manage and oversee the daily operations of team
• Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives
• Monitor team performance and develop action plans to improve productivity, efficiency and quality of service
• Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction
• Identify opportunities for process improvements and make recommendations to management
• Coordinate with other department to resolve customer issues and complaints in a timely and effective manner
• Collaborate with management to develop strategies to enhance customer experience and drive customer retention
• Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating
• Conduct regular performance evaluation and provide feedback to team members

Measures of Success

• Customer satisfaction scores
• TAT of Customer/Agent query resolution as per defined SLA
• Employee satisfaction
• Quality/Accuracy of resolution

Knowledge and Skills Required

• At least 4-5 years of experience in a customer service leadership role
• Excellent communication, interpersonal and problem solving skills
• Strong leadership, coaching and motivational skills
• Ability to analyze data and make data-driven decisions
• Knowledge of customer service software, such as CRM and ticketing system
• Experience with managing remote teams
• Ability to work in a fast-paced environment and manage multiple priorities
• Strong organizational and time management skills
• Ability to adapt to changing

Desired Qualifications and Experience

• Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on

Knowledge Skill Matrix

• Experience of managing operations and customer service preferably in Banking, Telecom or Financial service companies
• Exposure to quality tools and processes
• Ability to manage teams
• Good communication skills
• Strong Customer Focus
• Strong Analytical Decision Making Ability

Disclaimer: This job posting and Location 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.