Job Description
Job TitleSenior ManagerLocationGurgaon – 90CDepartmentOperationsFunctionCustomer RetentionReporting toChief Manager – Customer RetentionBand4 AJOB SUMMARY:
The Chief Manager – Contact Center Transformation Digital Automation will lead the modernization of the contact center ecosystem by developing a hybrid service model, deploying digital-first journeys, driving automation and bot implementation, and achieving cost and manpower optimization. The role demands strong project/ program management skills, deep understanding of customer journeys, and the capability to re-engineer processes for enhanced customer experience, operational efficiency, and quality outcomes.
KEY RESPONSIBILITIES
1. Hybrid Model Development Contact Center Digitization
- Design and implement aHybrid Contact Center Model integrating human-assisted and digital channels (bots, IVR, Humanoid calling, WhatsApp enablement, web journeys).
- Deploy automation and self-service solutions to reduce manual dependency.
- Build digital journeys on website/app includingUI/UX wireframes, customer flow mapping, and usability enhancements.
2. Automation, BOT Deployment Process Optimization
- Lead deployment ofChatbots, Voicebots, IVR automation, workflow engines, and RPA initiatives.
- Identify manual, repetitive processes for redesign and automation.
- Ensure continuous improvement in bot containment, accuracy, and customer resolution.
3. Driving Renewal Collection Persistency
Renewal Premium Collection for Persistency improvement through payment.
Developing deploying strategy for persistency renewal premium collection
Developing deploying technology for enhance of persistency renewal premium
Analyzing the data to interpret meaningful conclusions to helpsuggest the next course of action;
Creation and deployment of need based customer/distribution communication
Liaison with Finance/Ops/Compliance to seek/provide necessary support;
Ensure necessary trainings to the teams to drive the process
Ensure adherence to documented processes, procedures and controls
Timely processes walk through to be conducted to establish process gaps if any and take necessary steps
Assessment of Risk Mitigation plan.
Audit and compliance management for the function
4. Business Documentation, Project Delivery Program Management
- Create and manageBRDs, FSDs, SOPs, flowcharts, wireframes, and lead business walkthroughs.
- Hands-on experience withproject management tools (JIRA, Confluence, Project Plans).
- Drive large-scale complex programs through full lifecycle—planning, execution, status tracking, stakeholder updates, and delivery commitments.
- Ensure strict adherence to documented processes, procedures, controls, and compliance standards.
5. Dialer Management Contact Optimization
- Manage predictive, progressive, preview dialers and optimize dialing strategy.
- Improve RPC, contactability, call efficiency, segmentation logic, and funnel conversions.
- Improve calling campaigns through digital augmentation and automation-first approaches.
6. Quality Score Improvement Customer Experience
- Drive initiatives to improveQuality Scores, NPS, agent efficiency, and customer experience across channels.
- Implement speech analytics, automated quality monitoring, and agent performance dashboards.
- Improve distribution and agent engagement using digital workflows and communication tools.
7. Innovation, New Initiatives Process Re-Engineering
- Identify new projects and process initiatives for productivity improvement and customer experience uplift.
- Conduct regularprocess walkthroughs to identify gaps and initiate corrective actions.
- Re-engineer processes to support long-term platform scalability and operational efficiency.
8. Stakeholder Vendor Management
- Coordinate withinternal teams (Operations, Finance, IT, Product, Compliance).
- Managevendor partners for integrations, system upgrades, issue resolution, and delivery timelines.
- Ensure seamless coordination and SLA adherence across projects.
9. Team Management Culture Building
- Manage and mentor a team of specialists/project managers.
- Drive a culture of innovation, ownership, performance, and customer‑first mindset within the team.
Able to manage team of people and drive organizational culture with in team
Measure of Success:
Business/client satisfaction scores.
TAT of Customer/Agent query resolution as per defined SLA.
Meeting project deadlines
Meeting productivity benchmarks.
Accuracy standards meeting timelines
80% CTA Top two Box rating
Supervisor feedback
Candidates who have a performance rating of G2V2 have completed 12 months in the current role
Candidates who have a performance rating of G3V3 have completed 18 months in the current role
Key Skills Required
- Strong exposure tocontact center operations, automation, digital journeys, and hybrid model setups.
- Expertise inBRD/FSD creation, UI/UX journey design, process mapping.
- Experience inRPA, AI/ML bots, speech analytics, dialer systems, workflow engines.
- Proficient inproject/program management tools (JIRA, MS Project, Confluence).
- Strong stakeholder management and cross-functional coordination.
- Ability to drivecost reduction, headcount optimization, and process efficiency.
- Excellent communication and analytical skills.
About Axis Max Life Insurance
Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.
#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply
