Chief Manager - Customer Engagement (Agency)

JOB SUMMARY

a) 13M & 25M Persistency including ULIP Collections

b) Freelook Retention including FIR

c) Misselling Retentions including GIR

d) Distribution Engagement

e) Stakeholder Management

f) Building Leadership & People Capability

g) Audit & Compliance

h) Enablement through Tech developments

i) Engagements through Super Customer Week

KEY RESPONSIBILITIES

• 
  13M & 25M Persistency alongwith ULIP Collections

Ø Driving collection by calling the customers / sellers across cohorts

Ø Driving multiple initiatives like ULIP and different BOR collection

• Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & CET team.

• Corrective and preventive measures to be implemented to improve persistency

• Retentions

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

Ø Freelook – Retaining customers who wish to cancel the policy

Ø ECS and Mode Change – Retaining customers who want to deactivate their ECS payment method and change the mode of the payments

Ø 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 need of multiple opportunities like Super Customer Week to engagement more and in better way with the customers.

Ø Coaching and Developing the team to meet their goals

• 
  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 Generating ideas to improve the process / systems

Ø Employee engagement

Ø Driving key initiatives and projects in the zones / region

• Audit & Compliance

Ø Ensuring regulatory and statutory compliance

Ø Zero dilution in the process adherence

Measures of Success

• 13M Persistency > = 90.5%

• 25M Persistency > = 90%

• Engage to Retain > = 67%

• Engage to Retain (IRDAI) > = 60%

• Freelook retention > = 50%

• ECS retention > 50%

Key Goal (Business)

• 
  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

About Axis Max Life Insurance

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 trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.

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