Job Description
Job TitleProduct ManagerLocationGurgaon HODepartmentDigital TechnologyFunctionProduct ManagementReporting toVPBand4AJob Summary
At Axis Max Life Insurance, we believe in comprehensiveness and always staying ahead of industry. To enable this, we have a carved out a role which is more dynamicProduct Owner. This role is an amalgamation of Digital Product Management and business front ending so that the individual gets to grow, learn and contribute in over journey of the product
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.
Key Competencies/Skills Required
High energy professional with strong project management and communication skills
Deep interest in technology and digital solutions, with a clear understanding of how systems work
Highly customer-focused, with the ability to understand and empathize with customer pain points
Proactive in troubleshooting issues and going the extra mile to ease customer challenges
Proven ability to deliver under tight project release timelines
Capable of influencing and driving outcomes beyond direct authority
Strong stakeholder management skills with a collaborative approach
Quick decision-maker who effectively drives the digitization agenda forward
What’s in it for You:
Opportunity to learn about digital technologies and exposer to large transformation projects
Work with the largest non-banking private Life Insurance company in India
Opportunity to work in a constantly changing, fast paced environment
Opportunity to work with senior leaders of the organization in high visibility assignments
Opportunity to work with and manage cross-functional stakeholders
Opportunity to be a part of a small, tightly knit, high energy team
Perform and get additional responsibilities at a quick rate
Get future ready, and keep yourself updated with the latest in the digital world
