JOB SUMMARY

This role offers an exciting opportunity to contribute your expertise and join a dynamic team of professionals in an innovative and collaborative work environment

- End-to-end management of video-based customer service operations
- Digital Customer Engagement ensuring excellent customer experience, operational efficiency, regulatory compliance, and team performance.
- Market Conduct -13M & 25M Persistency, FIR and GIR
- Retention E2R, Freelook, Surrender, ECS deactivation
- Revenue Generation
- Service to Sales
- Service to Recruitment

- Business Deliverables - Issuance / WIP management
- Distribution engagement
- Building Leadership & People Capability
- Compliance & Risk Management
- Process Improvement & Innovation

Role & responsibilities

- Digital Customer Engagement
- Call Quality Audit of digital calls taken by respective team members.
- Ensuring quality in Digital calls and responsible for Call Quality Scores.
- Reduction in CXO escalation / Service Grievance
- Oversee daily operations of the video call service center, ensuring smooth and uninterrupted service delivery.
- Manage inbound video call volumes in line with business SLAs and productivity targets.
- Ensure optimal manpower planning, rostering, and capacity management.
- Drive adherence to SOPs, TATs, and service benchmarks.

- 13M & 25M Persistency
- Driving 0-60-day collection by calling the customers / sellers
- Driving 0-90-day collection by calling the customers / sellers

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



Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

- Retention
- Engage to retain Retaining customers with mis-selling complaint
- Freelook Retaining customers who wish to cancel the policy
- Surrender Retaining customer who come to surrender the policy
- ECS Retaining customers who want to deactivate their ECS payment method

Training and skilling the front-end team on how to engage with the Digital customers 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
- Identify training needs of Digisaarthi team and skill them.
- Coaching and Developing the team to meet their goals
- Driving the team to always look for opportunity to upsell a customer once retained.

- Business Deliverables

- Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower.
- Traction of Applied to Paid for the region
- Conducting process refreshers and process changes session with the distribution team

- Distribution Engagement

- Monthly connect with the OH
- Creating awareness amongst Advisors – Quality of Business
- Coordination with various stake holders





- Building Leadership and People Capability

- Structured capability / competency building and succession planning
- Retain top performers
- Generating ideas to improve the process / systems
- Employee engagement
- Driving key initiatives and projects in the region

- Compliance & Risk Management

- Ensuring regulatory and statutory compliance
- Zero dilution in the process adherence
- Coordinate with Risk, Compliance, and Audit teams for reviews and corrective actions.
- Ensure data privacy, confidentiality, and information security standards.

- Process Improvement & Innovation

- Identify opportunities to enhance customer experience through automation, digitization, and best practices.
- Support implementation of new tools, video platforms, and process enhancements.
- Drive change management and adoption across teams.

Preferred candidate profile

Key competencies/skills required

- Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role & Strong knowledge of contact center operations
- Interpreting, analyzing data using statistical techniques for trends
- Good understanding of CRM systems, video calling platforms, and digital workflows.
- Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
- Proven people management and coaching capability.
- Presentation, and stakeholder management skills.
- Solid decision-making and problem-solving abilities.

📌 Senior Manager - Customer Engagement (Agency) (Haryana)
🏢 Axis Max Life Insurance
📍 Haryana