ParticularsDetailsPositionChief Manager – Zonal OperationsDepartmentOperationsFunctionOperations – AXISReporting ToAVP – Axis OperationsBand4BLocationChandigarhNo. of Positions1
Role Purpose
The Chief Manager – Zonal Operations will drive operational excellence, business quality, customer experience, and digital adoption across assigned circles, clusters, and branches. The role will act as the key liaison between the Bank, Distribution teams, and internal stakeholders to strengthen governance, enhance operational efficiency, ensure timely resolution of critical escalations, and drive the implementation and adoption of digital capabilities.
Key Responsibilities
1. Operational Governance Business Quality
Conduct periodic governance and business review meetings with Bank and Distribution stakeholders.
Monitor and improve key business quality metrics, including Persistency, E2R, Free-Look, Policy Issuance, and Business Leakage.
Track and ensure closure of action items through Minutes of Meeting (MoM) and Action Taken Reports (ATR).
Identify operational gaps and drive process improvements to enhance efficiency and service quality.
2. Stakeholder Distribution Management
Partner with Circle Heads, Cluster Heads, RBBH, Branch teams, and Distribution stakeholders to improve operational effectiveness and business outcomes.
Provide operational support and guidance to branches on processes, policies, and service standards.
Build strong stakeholder relationships to drive collaboration, process adherence, and customer-centric outcomes.
3. Escalation Service Excellence
Act as the Single Point of Contact (SPOC) for operational escalations, service issues, and stakeholder concerns.
Coordinate with cross-functional teams to ensure timely resolution of escalations and maintain service standards.
Monitor grievance management and drive improvements in customer experience.
4. Change Management Capability Building
Support implementation of new processes, policy changes, and system enhancements.
Conduct training and awareness sessions to strengthen operational knowledge and process compliance.
Lead continuous improvement initiatives and drive digital adoption with Distribution teams.
Key Performance Indicators (KPIs)
Achievement of M0 Issuance targets.
Business Leakage control:
Pre-Issuance Leakage: 6%
Post-Issuance Leakage: 2%
Achievement of Persistency targets (13-Month 25-Month).
Improvement in customer retention and control of Free-Look inflows and FL IR targets.
Maintenance of Grievance Incident Rate (GIR) within defined thresholds.
Timely closure of escalations, ATRs, and governance action items.
Increased operational process awareness and adoption across Bank and Distribution teams.
Desired Qualifications Experience
Graduate in any discipline; MBA preferred.
10–15 years of experience in Insurance, Banking, or other BFSI sectors.
Strong experience in stakeholder management, service delivery, and cross-functional coordination.
Exposure to relationship management and distribution support will be an advantage.
Knowledge Skills
Strong communication, stakeholder management, and relationship-building skills.
Customer-centric mindset with focus on service excellence.
Good understanding of operational processes, governance, and business quality management.
Strong analytical, problem-solving, and process improvement capabilities.
Proficiency in process documentation, MIS reporting, and digital tools.
Advanced working knowledge of MS Excel, PowerPoint, and reporting systems.
Ability to influence, collaborate, and drive outcomes across multiple functions.
