Senior Deputy Manager - Customer Service

Axis Max Life Insurance Limited; Kansas; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Axis Max Life Insurance Limited is seeking an experienced Customer Service-Sr. Deputy Manager to lead and support a service team. The role focuses on guiding, coaching and motivating team members to deliver high-quality customer experiences.

You will monitor performance, develop improvement plans, and collaborate with other departments to resolve issues, ensuring consistent service standards and customer satisfaction. MBA preferred and life insurance sector knowledge is a plus.

Qualifications

• 3-5 years in a customer service leadership role.
• Excellent communication and problem-solving skills.
• Strong leadership, coaching and motivational skills.
• Data-driven decision making abilities.
• Experience with CRM and ticketing software.

Responsibilities

• Manage and oversee the daily operations of team.
• Provide leadership, training, coaching and support to team members to meet performance goals.
• Monitor team performance and develop plans to improve productivity, efficiency and quality of service.
• Develop and maintain customer service standards and policies.
• Identify opportunities for process improvements and make recommendations to management.
• Coordinate with other departments to resolve customer issues promptly.
• Collaborate with management to enhance customer experience and retention.
• Develop and maintain reports on team performance with key metrics.
• Conduct regular performance evaluations and provide feedback.

Skills

Leadership

Communication

Problem solving

Data analysis

CRM experience

Team management

Remote team management

Time management

Education

MBA preferred

Bachelor's degree

Tools

CRM

Ticketing system

Job description

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

• 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