Position
Manager Ecommerce
Incumbent
Replacement
Department
Digital Marketing & Ecommerce
Function
E commerce
Reporting to
Chief Manager Ecommerce
Band
4
Location
Gurgaon
Team size (D/I)
DR 1
Non FTE
1
Total 2
JOB SUMMARY
The incumbent will be a key member of Max Life s Ecommerce Channel team, responsible for Business Planning, Partner Query and Complaint Management, MIS, and Analytics. The role requires a strong understanding of business metrics and expertise in reporting and analytics. The candidate will work closely with partner and internal stakeholders . This position is part of the Enablement team and reports to the Chief Manager, Ecommerce.
KEY RESPONSIBILITIES
-
Business Reporting & Planning (35%)
- DRR ownership and attribution logic alignment and deployment; Partner wise business reporting (Individual reporting).
- Monthly PnL planning and tracking; Publish sub channel wise PnL every month.
- Regular weekly rhythm with sub channel heads on business reporting and channel head. Input tracker maintain and update. Weekly business projections.
- Design, develop, and maintain accurate and insightful business reports that support strategic and operational decision-making.
- Monitor and analyze key performance indicators (KPIs), trends, and business metrics to provide actionable insights to various stakeholders.
- Collaborate with cross-functional teams to ensure data integrity, consistency, and timely availability of reports.
- Prepare periodic reports such as daily, weekly, monthly, and ad-hoc reports as required by management.
- Annual business planning excel ownership for MFYP, APE, Product Mix, Manpower, Non FTE head count
- R econciliation related to commissions and rewards
-
Customer queries and Complaint Management(25%)
- Serve as the primary point of contact for managing customer queries and complaints, ensuring timely and satisfactory resolution.
- Track, document, and analyze complaint trends to identify root causes and recommend process improvements.
- Work closely with customer service, operations, and quality teams to address recurring issues and enhance the overall customer experience.
- Maintain a comprehensive complaint management system and generate reports to highlight resolution status and customer feedback.
-
Report Automation (25%)
- Identify opportunities to automate routine reporting tasks using appropriate tools and technologies (e.g., Excel VBA, Power BI, MS Access).
- Develop and implement automated dashboards, workflows, and data visualization solutions to improve efficiency and accuracy.
- Collaborate with IT and data analytic teams to integrate automation solutions seamlessly into existing systems
-
Legal, Regulatory compliance & Internal Audit (
1
5%)
- Web Aggregator & Digital Intermediary Audit support and reporting
- Marketing creative IRDAI Filing repository management audit
- Process audit including retention or any other key business process. SOP creation and tracking.
- Ecom Data privacy SoP ownership and adherence (DPDP)
Measures of Success
- Data Accuracy and TAT
- Voice of Partner s/Team
- Audit Rating - Advertisement + Partner
- Business Planning & Reporting Feedback
- Channel head feedback on daily review rhythm
Key Relationships (Internal /External)
Internal
Sub Channel heads, All AVP and above in Ecom, CDO office for reporting and review templates, CFT Leaders for cross functional support
External
Business Partners
Key competencies/skills required
- MIS and Reporting
- Process excellence and review rigor
- Written communication skills
- Ability to negotiate internally and externally
Experience
- Work experience of at least 10 years (At least 5 years in Insurance domain)
- Candidate should have experience in MIS/Reporting and analytics preferably in BFSI, & E- com sector
- Proven track record of working with cross-functional teams and with external partners.
Position
Manager Ecommerce
Incumbent
Replacement
Department
Digital Marketing & Ecommerce
Function
E commerce
Reporting to
Chief Manager Ecommerce
Band
4
Location
Gurgaon
Team size (D/I)
DR 1
Non FTE
1
Total 2
JOB SUMMARY
The incumbent will be a key member of Max Life s Ecommerce Channel team, responsible for Business Planning, Partner Query and Complaint Management, MIS, and Analytics. The role requires a strong understanding of business metrics and expertise in reporting and analytics. The candidate will work closely with partner and internal stakeholders . This position is part of the Enablement team and reports to the Chief Manager, Ecommerce.
KEY RESPONSIBILITIES
-
Business Reporting & Planning (35%)
- DRR ownership and attribution logic alignment and deployment; Partner wise business reporting (Individual reporting).
- Monthly PnL planning and tracking; Publish sub channel wise PnL every month.
- Regular weekly rhythm with sub channel heads on business reporting and channel head. Input tracker maintain and update. Weekly business projections.
- Design, develop, and maintain accurate and insightful business reports that support strategic and operational decision-making.
- Monitor and analyze key performance indicators (KPIs), trends, and business metrics to provide actionable insights to various stakeholders.
- Collaborate with cross-functional teams to ensure data integrity, consistency, and timely availability of reports.
- Prepare periodic reports such as daily, weekly, monthly, and ad-hoc reports as required by management.
- Annual business planning excel ownership for MFYP, APE, Product Mix, Manpower, Non FTE head count
- R econciliation related to commissions and rewards
-
Customer queries and Complaint Management(25%)
- Serve as the primary point of contact for managing customer queries and complaints, ensuring timely and satisfactory resolution.
- Track, document, and analyze complaint trends to identify root causes and recommend process improvements.
- Work closely with customer service, operations, and quality teams to address recurring issues and enhance the overall customer experience.
- Maintain a comprehensive complaint management system and generate reports to highlight resolution status and customer feedback.
-
Report Automation (25%)
- Identify opportunities to automate routine reporting tasks using appropriate tools and technologies (e.g., Excel VBA, Power BI, MS Access).
- Develop and implement automated dashboards, workflows, and data visualization solutions to improve efficiency and accuracy.
- Collaborate with IT and data analytic teams to integrate automation solutions seamlessly into existing systems
-
Legal, Regulatory compliance & Internal Audit (
1
5%)
- Web Aggregator & Digital Intermediary Audit support and reporting
- Marketing creative IRDAI Filing repository management audit
- Process audit including retention or any other key business process. SOP creation and tracking.
- Ecom Data privacy SoP ownership and adherence (DPDP)
Measures of Success
- Data Accuracy and TAT
- Voice of Partner s/Team
- Audit Rating - Advertisement + Partner
- Business Planning & Reporting Feedback
- Channel head feedback on daily review rhythm
Key Relationships (Internal /External)
Internal
Sub Channel heads, All AVP and above in Ecom, CDO office for reporting and review templates, CFT Leaders for cross functional support
External
Business Partners
Key competencies/skills required
- MIS and Reporting
- Process excellence and review rigor
- Written communication skills
- Ability to negotiate internally and externally
Experience
- Work experience of at least 10 years (At least 5 years in Insurance domain)
- Candidate should have experience in MIS/Reporting and analytics preferably in BFSI, & E- com sector
- Proven track record of working with cross-functional teams and with external partners.
