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Job Description: Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited, part of the Max Group, an Indian multi-business corporation. Max Life offers comprehensive protection and long-term savings life insurance solutions through a multi-channel distribution network. With operations spanning almost two decades, Max Life has established itself through a need-based sales process, customer-centric engagement, and a focus on trained human capital. During the financial year 2019-20, Max Life achieved a gross written premium of Rs. 16,184 crore, with assets under management (AUM) of Rs. 68,471 crore and a Sum Assured in Force of Rs. 913,660 crore as of 31st March 2020. The company's values include caring, collaboration, customer obsession, growth mindset, and people leadership. Max Life Insurance is committed to being an Equal Opportunity Employer that promotes inclusion and diversity. Job Title: Chief Manager - Customer Experience Department: Ecommerce Location: Gurgaon Reporting To: Head - Customer Experience Role Purpose: The Chief Manager - Customer Experience will lead the Relationship Manager (RM) Model in the policy issuance process to ensure a seamless and transparent customer journey. This role focuses on enhancing operational efficiency, customer satisfaction, and effective management of people, processes, and vendors. Key Responsibilities: - Own the end-to-end customer journey in policy issuance, ensuring process adherence and quality outcomes. - Identify bottlenecks and implement solutions for improved turnaround times and conversion rates. - Implement the RM model to assign each customer a dedicated point of contact for proactive engagement. - Establish real-time feedback mechanisms to address customer concerns promptly. - Manage the contact center operations for inbound/outbound calls, email, and chat. - Design and monitor communication flows to provide timely and accurate customer updates. - Collaborate with vendor partners to address technology, training, and resource gaps. - Lead, mentor, and coach a team of Relationship Managers to deliver superior service. - Align incentives with business and customer outcomes to foster a performance-driven culture. - Ensure capacity planning to balance workloads and maintain service quality. - Track and report key performance metrics and present improvement plans to leadership. Key Performance Indicators (KPIs): - Policy issuance rate and turnaround time. - Customer satisfaction scores (NPS). - Reduction in complaints related to policy issuance. - Contact center productivity and adherence metrics. - Customer communication effectiveness. Qualifications & Experience: - Graduate/Postgraduate in Business Administration, Operations, or related field. - 10-15 years of experience in Customer Experience, Operations, or Service Delivery roles in BFSI/Insurance. - Proven experience in managing contact centers and vendors. - Strong background in process improvement and change management. Skills: - Strong problem-solving and analytical skills. - Excellent communication and stakeholder management abilities. - Proficiency in CRM and contact center technologies. - People leadership with proven coaching and mentoring skills. Personal Attributes: - Customer-first mindset with high empathy. - Resilient and adaptable to changing priorities. - Data-driven decision-maker. - Strong sense of ownership and accountability.,
