Job Description
Job Overview:
Axis Max Life Insurance is seeking a strategic and dynamicProduct Managerto join our growing E-commerce Product Team. This role will be responsible for driving the development and management of innovative digital products and ensuring successful product releases on our e-commerce platforms. As a Product Manager, you will play a key role in shaping the digital experience, optimizing product features, and leading product releases while working cross-functionally with technology, design, marketing, and operations teams.
Key Responsibilities:
- Product Development Strategy:
- Lead the development and enhancement of Axis Max Life Insurance’s digital products across e-commerce platforms, including websites and mobile apps.
- Define and execute the product roadmap in alignment with business goals, customer needs, and market trends.
- Collaborate with stakeholders to prioritize features and ensure that digital products meet customer expectations and deliver business value.
- Call Centre Management:
- Lead, monitor, and optimize the day-to-day operations of the digital insurance call centre
- Establish clear KPIs for lead handling, follow-ups, FTR (First Time Resolution), and TAT (Turn Around Time).
- Liaise with BPO/tele-calling vendors, ensuring SLA adherence and consistent delivery quality.
- Analyze lead flow patterns (warm, hot, cold) and create tailored contact strategies.
- Collaborate with Business teams to improve funnel quality and call scripting.
- Drive initiatives to improve conversion ratios, lead scoring models, and retargeting efforts.
- · Design and drive integration of AI-powered chatbots to support pre-qualification, query resolution, and follow-ups.
- · Identify touchpoints for seamless bot-to-agent handoffs and personalization triggers.
- · Partner with product/tech teams to improve system integrations, including CRM, dialers, and campaign management tools.
- Conduct RCA on leakage points and implement improvement loops using data.
- Stay updated on industry trends in tele-sales, conversational AI, and digital insurance buying behaviour.
- Release Management:
- Own the end-to-end release management process, ensuring smooth and timely product releases, including managing release schedules, coordination with engineering and QA teams, and ensuring product readiness for launch.
- Oversee the successful rollout of new features and product updates, managing risks and ensuring minimal disruption to the user experience.
- Develop and manage detailed release plans, track progress, and communicate release status to all relevant teams.
- Ensure that all product releases are well-documented, tested, and meet regulatory and quality standards before going live.
- Customer-Centric Focus:
- Lead customer research, usability testing, and feedback collection to continuously improve the user experience and refine the product offering.
- Use data-driven insights, A/B testing, and customer feedback to identify opportunities for optimization and new feature development.
- Cross-functional Collaboration:
- Work closely with development, design, marketing, sales, and operations teams to deliver seamless product launches and updates.
- Collaborate with the UX/UI design team to ensure the product interface is intuitive and provides an outstanding customer experience.
- Ensure alignment of product goals across teams, and communicate effectively to stakeholders regarding product progress, challenges, and updates.
- Agile Project Management:
- Lead and participate in Agile ceremonies (sprints, stand-ups, retrospectives) to drive product development and ensure timely delivery of features.
- Maintain and prioritize the product backlog, ensuring that the most impactful features and enhancements are delivered on time.
Qualifications:
An MBA Marketing, Engineering, Computer Science, or a related field and should have exposure to digital tools. Experience 8-10 years.
- Experience:
- 8+ years of experience in product management, preferably in e-commerce, digital products, or consumer technology.
- Proven experience in release management, including managing product launches and ensuring seamless deployment.
- Experience in financial services, insurance, or a similar highly regulated industry is a plus.
- Proven experience in managing lead-to-sale journeys with measurable results.
- Strong understanding of CRM platforms (e.g., Salesforce, Leadsquared, Zoho) and dialer technologies.
- Experience with chatbot platforms
- Skills:
- Strong understanding of e-commerce platforms, digital product management, and customer journey mapping.
- Excellent project management skills, with experience leading cross-functional teams to successfully launch products.
- Expertise in release management, including planning, scheduling, testing, and post-launch support.
- Proficiency in using product management and project management tools (e.g., Jira, Aha!, Confluence, Trello).
- Analytical mindset with comfort in using dashboards and drawing actionable insights.
- Strong written and verbal communication skills, with the ability to clearly convey technical concepts to non-technical stakeholders.
- Core Competencies:
- Customer-first mindset with a passion for delivering exceptional user experiences.
- Strong analytical skills with the ability to turn data insights into actionable product decisions.
- Ability to lead teams in an Agile environment, manage multiple priorities, and drive results.
- Excellent collaboration and interpersonal skills, able to work effectively with diverse teams and stakeholders.
Preferred Skills:
- Experience with A/B testing, conversion rate optimization (CRO), and other digital product optimization techniques.
- Familiarity with Agile/Scrum methodologies and tools such as Jira, Confluence, and other sprint management tools.
- Experience in the financial services or insurance industry is highly preferred.
