Deputy Manager - Customer Service

AxisMaxlife -
Remote

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Job details

1 day ago

Qualifications

Microsoft Powerpoint
Microsoft Excel
Management
Process improvement
English
Bachelor's degree
Computer skills
Hindi
Communication skills

Full job description

About Axis Max Life

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 a well-trained human capital.

Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.

#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply

Job Description

Job Description

Career Opportunities

Position

Deputy Manager- Customer Experience

No. of Positions

Department

Operations

Function

Customer Experience

Location

Gurgaon – 90 C

Band

Key Responsibilities:

Ü RCA’s/CAPA of IRDAI complaint:

Ø Timely closure of RCA/Capa

Ø Timely submission of weekly update related to control tower

Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Renewals, Issuance, Customer care, IT) to ensure that all local queries/complaints are resolved

Ø Ensure follow up with CFT’s related to control tower

Ø Publish MIS/Metrics and Dashboards

Ü Data Analysis:

Ø Help in Root cause analysis of IRDAI Complaints received

Ø Strictly follow the TAT’s

Measure of Success:

Ø GIR target to be met

Ø CFT handling

Ø Weekly update to control tower related to control tower

Ø TAT of RCA’s/CAPA completion

Ø 100% compliance to standards.

Desired qualifications and experience:

Graduate with 4-5 years’ experience in Operations / Customer Care

The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required:

Key Responsibilities

Handle RCA’s/CAPA of IRDAI complaints, and escalations within defined TATs.

Ensure high levels of customer satisfaction and service excellence.

Coordinate with underwriting, claims, sales, CRT, CC, Issuance and backend teams for resolution management.

Drive process improvements and operational efficiency initiatives.

Prepare MIS reports, dashboards related to the control tower

Support customer experience and enhance initiatives.

Required Skills

Strong understanding of insurance operations and customer servicing

Excellent communication and stakeholder management skills

Team handling and people management experience

Escalation and grievance handling expertise

Analytical and problem-solving skills

Knowledge of service quality metrics and process improvement

Proficiency in MS Excel, PowerPoint, and reporting tools

State

Home Office

Branch

Gurugram -90C

Department

Operations

Function

Operations - Customer Service

Posted On

01-Jun-2026

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About Axis Max Life

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