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Chief Manager - Customer Engagement (Agency)

AxisMaxlife -
Lucknow, Uttar Pradesh

Apply Now

Job details

2 hours ago

Qualifications

Succession planning
Customer service
Master's degree
Presentation skills
AI
MBA

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

Position

Chief Manager – Customer Engagement Team

Position

1 – Zone Officer – East 2

Department

Customer Engagement Team

Function

Operations

Reporting to

Vice President – CET (Agency)

Band

Location

Lucknow GO-1

Team size (D/I)

JOB SUMMARY

Customer Engagement

o Service Grievance and CEO/XO escalations

o DNPS

Market Conduct - 13M & 25M Persistency, FIR and GIR

Retention – E2R, Freelook, Surrender, ECS deactivation

Revenue Generation

o Service to Sales

o Service to Recruitment

Business Deliverables - Issuance / WIP management

Distribution engagement

Building Leadership & People Capability

Capability and Capacity buildup / Transformation

Audit & Compliance

KEY RESPONSIBILITIES

Customer Engagement

Ø Drive Customer Obsession value for customer

Ø Ensuring quality in processing - DNPS

Ø Reduction in CXO escalation / Service Grievance

13M & 25M Persistency

Ø Driving 13th Month and 25th M collections (as per pre-decided cohorts) by calling the customers / sellers

Ø Drive all input activities (Proactive / Reactive) to achieve 13th + 25th M Collections

Creating visibility for all stakeholders and having a weekly governance rhythm with the Regional Manager / Office Heads & CET team. Corrective and preventive measures to be implemented to improve persistency

Retention

Ø Engage to retain – Retaining customers with mis-selling complaint

Ø Freelook – Retaining customers who wish to cancel the policy

Ø Surrender – Retaining customer who come to surrender the policy

Ø ECS – Retaining customers who want to deactivate their ECS payment method

Training and skilling the front-end on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.

Revenue Generation – Service to Sales / Recruitment

Ø Identify training needs of Front end and skill them.

Ø Coaching and Developing the team to meet their goals

Ø Always look for opportunity to upsell a customer once retained.

Business Deliverables

Ø Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower

Ø Traction of Applied to Paid for the region

Ø Conducting process refreshers and process changes session with the distribution team

Distribution Engagement

Ø Office Visit once a quarter and engaging with the OH

Ø Creating awareness amongst Advisors – Quality of Business

Ø Coordination with various stake holders

Building Leadership and People Capability

Ø Structured capability / competency building and succession planning

Ø Retain top performers

Ø Generating ideas to improve the process / systems

Ø Employee engagement

Ø Driving key initiatives and projects in the region

Audit & Compliance

Ø Ensuring regulatory and statutory compliance

Ø Zero dilution in the process adherence

Capacity and Capability

Ø Drive people for better capacity and capability development

Ø Drive AI / Transformation agenda in the zone through regular skilling and communication

Measures of Success

DNPS - 96

Reduction in CXO escalation by 50%

Customer Engagement >60%

13M Persistency > 86%

25M Persistency > 86%

Engage to Retain > 50%

Freelook retention > 40%

Surrender retention > 70%

ECS retention > 40%

S2S, S2R – 100%

Applied to Paid >94%

Key Goal (Business)

Building relationship with customers through customer obsession value

Driving customer retention and Persistency

Meeting Business and recruitment target for the region.

Distribution engagement

Identify training needs of Front end and skilling them.

Key Relationships (Internal /External)

Collaboration with Zonal / Regional / CET

Collaboration with Distribution Team

Key competencies/skills required

Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service

Interpreting, analyzing data using statistical techniques for trends

Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.

Good presentation skills

Desired qualification and experience

MBA/Post Graduate in Management preferred

Must have minimum 8-12 years of experience of which at least 3-5 years should have been spent in Operations and / or Customer Service

Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies

State

Uttar Pradesh

Branch

Lucknow

Department

Operations

Function

Operations - Agency

Posted On

05-Jun-2026

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