Senior Deputy Manager - Customer Service

Axis Max Life Insurance; Salem; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Axis Max Life Insurance in Gurgaon invites an experienced professional for the role of Sr. Deputy Manager – Customer Service to lead a 10-15 member team within Operations. The role focuses on delivering high-quality service and guiding the team to customer satisfaction.

You will coach, monitor metrics, implement process improvements, and collaborate with other departments to resolve issues. MBA preferred; 3–5 years leading customer service in life insurance or financial services is desired.

Qualifications

• 3–5 years in a customer service leadership role.
• Experience in life insurance or financial services is desirable.
• Strong communication and problem-solving skills are essential.
• Ability to analyze data and drive informed decisions.
• Experience managing remote teams and multiple priorities.

Responsibilities

• Manage and oversee the daily operations of the team.
• Provide leadership, training, coaching and support to team members.
• 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 recommend changes.
• Coordinate with other departments to resolve customer issues timely.
• Collaborate with management to enhance customer experience and retention.
• Develop and maintain reports on team performance and KPIs.
• Conduct regular performance evaluations and provide feedback.

Skills

Leadership

Customer service

Data analysis

CRM

Remote team management

Communication

Problem solving

Education

Graduate

MBA preferred

Tools

CRM

Ticketing system

Job description

Career Opportunities

Position

Sr.Deputy Manager – Customer Service

Department

Operations

Function

Operations – Customer Service

Reporting to

Manager – Customer Service

Band

5B

Location

Gurgaon 90C

Team size (D/I)10-15

JOB SUMMARY:

We are seeking an experienced and motivated Customer Service-Sr. Deputy Manager to manage and support team. The ideal candidate should have passion for customer service and possess strong leadership skills to manage and motivate team members. The Sr.DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction

KEY 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 (DNPS)
• TAT of Customer/Agent query resolution as per defined SLA
• Employee satisfaction/Internal Audit
• Quality/Accuracy of resolution

Knowledge and skills required:

• At least 3-5 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 circumstances and be flexible

Desired qualifications and experience:

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