Job Code:

Position

Assistant Manager - Customer Engagement (Axis) Reporting To Senior Manager - Customer Engagement (Axis)

Department

Operations - Axis Function Axis

Location

Coimbatore Band 5A

About Max Life Insurance:

''Max Life Insurance, one of the leading non-bank promoted private life insurers, is a joint venture between Max Financial Services Ltd. and Axis Bank.

Max Life

Insurance offers comprehensive long term savings, protection and retirement solutions through its high quality agency distribution and multi-channel distribution partners. A financially stable company with a strong track record over the last 15 years, Max Life Insurance offers superior investment expertise.

Max Life

Insurance has the vision 'To be the most admired life insurance company by securing the financial future of our customers'. The company has a strong customer-centric approach focused on advice-based sales and quality service delivered through its superior human capital. In the financial year 2016, Max Life recorded Gross Written Premium of Rs. 9,216 crore with sum assured of Rs. 2,71,633 crore and Asset Under Management of Rs. 35,824 crore as on 31st March 2016."

We Stand for:

CaringAn imperative value that emphasises on individuals who are extremely compassionate and demonstrate respect for people. It is about being proactive to offer guidance and help to fellow colleagues. Being open to new ideas and going an extra mile to implement them.CollaborationA value which is all about being boundary-less in approach by going beyond one’s direct responsibilities to achieve functional and organizational goals.





It is about believing & creating opportunities for self and others to improve working relationships.Customer ObessionIt is not just about being Customer focused, however, it is being obsessed with delivering exceptional customer experience. Proactively making extraordinary efforts to deliver superior quality output, hence, creating customer delight.Growth Mindset A value which drives and defines us to challenge the status quo by being ambitious, ready to put in extra efforts & demonstrate courage to achieve exceptional results. It is about seeking & creating opportunities to invest in self, fellow colleagues to sharpen their skills and cultivate high performing culture.

Job Summary:

NA

Key Responsibilities/ Key Deliverables:

· Streamlined Operations processing o Process recent business (scanning, qc, Welcome calling etc.)

· Support resolution of field actionable:

o Discrepancies o Add info o Counter offers o Managing end-to-end WIP

· Meet the renewal targets assigned at a branch, cluster and circle level

· Liaisoning with other support units at Home Office (such as Finance, Administration, NB, Renewals, Claims, IT) to ensure that all operational issues of the Hub are resolved

· Ensuring MIS and dashboards are published / shared with the required teams





· Follow through on all customer service requests to ensure all requirement as submitted in one go.

· Help resolve all customer complaints pertaining to the hub including follow up with the bank and distribution team for the same.

· Ensuring 100% compliance in all established processes and procedures

· Implement key initiatives and mission levers in the Hub

· Quality initiatives and process standardization across Hub

Measures of Success:

· >95% Paid to Applied Ratio

· 85% on 13th M Persistency

· 90% 0n 13th M Actuarial persistency

· 100% Customer complaint resolution within TAT

· Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%

· Feedback from distribution team, field team and the Bank

· Resolution of all pending actionable with agreed time lines

· Maintaining Less 1% HO Discrepancy % & less then 5% Go Discrepancy by training & continuous improvement initiative

· 100% compliance in all processes (AML, KYC, Product Suitability etc.)

· Meet the renewal / persistency targets

· Meet the Surrender retention targets

· Audit ratings of 2 or above in all internal audits

Job Specifications:

· A Graduate/MBA

· Experience of 4-5 years plus in operations or customer services in a financial services industry.

Knowledge & Skill Matrix:

· Good communication skills

· Customer centric approach

· Process documentation and systems approach

· Computer skills in using databases and office management software including spreadsheets/presentation skills.

Additional Information (Optional):

· NA

📌 Assistant Manager - Customer Engagement (Axis) (Tamil Nadu)
🏢 Axis Max Life Insurance
📍 Tamil Nadu