Sr Manager - Customer Engagement (Axis)

Axis Max Life Insurance; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Axis Max Life Insurance Gurgaon is seeking a Sr. Manager in Operations to interpret briefs, develop data-driven reports, and enable informed decision-making across grievance forums.

The role focuses on freelook and grievance insighting, along with business analytics, requiring strong analytical and communication skills. Responsibilities include end-to-end management of freelook/grievance insighting, cross-functional collaboration, and delivering action plans with measurable impact on process

Qualifications

• Graduate from a recognized university with strong academic foundation in business, finance, or analytics.
• Experience in data/process insighting roles is an advantage.
• Life insurance experience preferred, but not mandatory.
• Excellent communication skills and a thoughtful, persuasive personal style.

Responsibilities

• Interpret briefs and develop reports aligned with requirements.
• Compare and reconcile data, analyze trends, ensure accuracy for decision making across forums.
• End-to-end freelook/grievance insighting and business insighting.
• Prepare action plans and program manage initiatives in operations governance forums.
• Execute projects with predetermined success measures and cross-functional collaboration.
• Influence stakeholders with metric-driven value statements and narratives.

Skills

Analytical skills

Data analysis

Communication skills

Cross-functional collaboration

Stakeholder influence

Project management

Problem solving

Education

Bachelor's degree in business/finance/analytics

Tools

Statistical tools

Job description

Job Description Position Sr. Manager Incumbent Department Operations Axis Function Operations Reporting to AVP Band 4A Location Gurgaon - 90C Team size (D/I) I

JOB SUMMARY:

The incumbent will be responsible for interpreting briefs and developing reports that align with specified requirements. This includes comparing and reconciling data, analyzing trends, and ensuring accuracy to enable informed decision-making across internal and external forums w.r.t grievances. The role involves insighting across life insurance cycle from Onboarding, Issuance, Freelook and grievance and showcasing with performance updates and identifying areas of lag.

Key responsibilities include end-to-end management of freelook/grievance insighting and business insighting. A strong understanding of grievance management and data analysis is essential. Prior experience in corporate strategy roles will be an added advantage.

Key Actionable

Assess the overall function performance (against historical, target, as well as competition numbers) and identify problem areas

Deep-dive identified areas to get actionable insights; Prepare action plans (to resolve identified issues) and program manage these initiatives as part of the regular operations and transformation governance forums.

Execute and deliver on projects with predetermined measures of success

Work with cross functional team to identify and analyze key levers impacting the process / work area

Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life s business problems

Measures of Success

Quality of Deliverables

Process Improvement and Strategic impact

Innovation and adoption

Timeliness of Monthly forecasts, projections and strategic presentations

Key Goal (Business)

Provide analytical and strategic support to the team by tracking and reviewing important KPI s (complaints, freelook cancellations etc.) across channels. Perform diagnostics on identified problem areas and working with relevant teams to problem-solve;

Key competencies/skills required

Graduate from a recognized university (Grade B or above) with a strong academic foundation in business, finance, or analytics.

Experience in Data/process insighting roles will be an advantage

Life insurance experience preferred, but not mandatory

Excellent communication skills and a thoughtful, persuasive personal style.

Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.

Being boundary-less is of critical importance as the role will require working through several business projects.

Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.

Analytical skills and judgment to solve problems with limited information at hand by learning and using statistical tools and logics.

Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.

Strong analytical skills with the ability to interpret data and craft compelling narratives.

Creative mindset with attention to detail and ability to work under tight deadlines.

Exposure to senior management interactions and strategic projects

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.