Deputy Manager - Renewals

Axis Max Life Insurance; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Axis Max Life Insurance in Gurugram is seeking a Deputy Manager- Renewals to drive business growth, customer retention and operational excellence within the Renewals department. You will interface with multiple teams to enhance onboarding controls, reduce grievances, and ensure quality policy renewals.

The role requires strong data interpretation, presentation, and stakeholder management skills, with 3–7 years in life insurance operations. This is an on-site position based in Gurugram.

Qualifications

• Must have 3–7 years of experience in life insurance operations.
• Ability to interpret and analyze data using statistics for trend identification.
• Good presentation skills; strong interpersonal and conflict management abilities.

Responsibilities

• Own end-to-end grievance reduction and customer experience improvement initiatives.
• Drive free-look reduction through stronger onboarding controls and customer education.
• Strengthen onboarding processes to ensure acquisition of quality business.
• Collaborate with IT, Issuance, Financial Underwriting, Distribution and Operations teams to improve controls and outcomes.
• Lead PIVC enhancement programs to validate customer understanding and improve policy quality.
• Publish MIS, dashboards and governance reports for channels including CBOS and senior management.
• Demonstrate knowledge of the policy lifecycle from proposal issuance to renewals and claims touchpoints.
• Manage cross-functional projects, track deliverables and ensure timely execution of strategic initiatives.
• Drive governance, audit readiness and compliance adherence.

Skills

Data analysis

Presentation skills

Interpersonal skills

Conflict management

Education

Graduate in Management

Job description

Job Summary

Job Title Deputy Manager- Renewals

Location Gurugram-90C

Department Operations: Renewals

Function Operations

Reporting to Sr Manager

Band 5B

To drive business growth, customer retention, and operational excellence through strategic initiatives, governance, and people development, aligned with the company s Balanced Scorecard (BSC) framework.

Key Responsibilities

• Service Excellence - Own end-to-end grievance reduction and customer experience improvement initiatives.
• Drive free-look reduction through stronger onboarding controls and customer education.
• Strengthen onboarding processes to ensure acquisition of quality business.
• Work closely with IT, Issuance, Financial Underwriting, Distribution and Operations teams to improve controls and customer outcomes.
• Lead PIVC (Pre-Issuance Verification Call) enhancement programs to validate customer understanding and improve policy quality.
• Conduct industry benchmarking and implement best practices in onboarding and retention processes.
• Design and implement innovative ideas to improve quality business sourcing and customer retention.
• Publish MIS, dashboards and governance reports for channels including CBOS and senior management.
• Demonstrate strong knowledge of the complete policy lifecycle from proposal issuance to servicing, renewals and claims touchpoints.
• Manage cross-functional projects, track deliverables and ensure timely execution of strategic initiatives.
• Drive process governance, audit readiness and compliance adherence.
• Analyse customer feedback, grievances and operational data to identify improvement opportunities.
• Grievance retention - Retaining customers with mis-selling complaint
• Freelook - Retaining customers who wish to cancel the policy
• Surrender - Retaining customers who come to surrender the policy
• ECS - Retaining customers who want to deactivate their ECS payment method
• 13M 25M Persistency - Driving 60 Day, 90 Day Customer engagement
• Driving new initiatives - Peer 2 Peer, OD
• Distribution Engagement - Coordination with various stake holders
• Conducting process refreshers and process changes session with the distribution team
• Market conduct - Weekly calls
• Building Leadership and People Capability - Structured capability / competency building and succession planning
• Generating ideas to improve the process / systems
• Employee engagement
• Driving key initiatives and projects

Key Metrics

• Trainings conducted, process excellence initiatives
• Partner feedback and engagement

Measures of Success

• Reduction in customer grievances
• Reduction in free-look requests
• Improved quality business metrics

Key Relationships (Internal /External)

• Collaboration with Zone / Regional / CFT / CET
• Collaboration with Distribution Team

Key competencies/skills required

• Must have minimum 03-07 years of experience of which at least 5 years should have been spent in Operations handling Onboarding controls (life insurance)
• Interpreting, analyzing data using statistical techniques for trends
• Good presentation skills
• Inter personal skills and conflict management is an inherent need for role fitment

Desired qualification and experience

• Graduate in Management preferred
• Must have minimum 3-7 years of experience (life insurance)

Disclaimer: This job posting & 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.