Job Description

Job TitleSenior ManagerLocationGurgaon – 90CDepartmentOperationsFunctionCustomer RetentionReporting toChief Manager – Customer RetentionBand4 AJOB SUMMARY:

The Chief Manager – Contact Center Transformation Digital Automation will lead the modernization of the contact center ecosystem by developing a hybrid service model, deploying digital-first journeys, driving automation and bot implementation, and achieving cost and manpower optimization. The role demands strong project/ program management skills, deep understanding of customer journeys, and the capability to re-engineer processes for enhanced customer experience, operational efficiency, and quality outcomes.

KEY RESPONSIBILITIES

1. Hybrid mode Development Contact Center Digitization
- Design and implement aHybrid Contact Center Model integrating human-assisted and digital channels (bots, IVR, Humanoid calling, WhatsApp enablement, web journeys).
- Deploy automation and self-service solutions to reduce manual dependency.
- Build digital journeys on website/app includingUI/UX wireframes, customer flow mapping,



and usability enhancements.

2. Automation, BOT Deployment Process Optimization
- Lead deployment ofChatbots, Voicebots, IVR automation, workflow engines, and RPA initiatives.
- Identify manual, repetitive processes for redesign and automation.
- Ensure continuous improvement in bot containment, accuracy, and customer resolution.

3. Driving Renewal Collection Persistency

Renewal Premium Collection for Persistency improvement through payment.

Developing deploying strategy for persistency renewal premium collection

Developing deploying technology for enhance of persistency renewal premium

Analyzing the data to interpret meaningful conclusions to helpsuggest the next course of action;

Creation and deployment of need based customer/distribution communication

Liaison with Finance/Ops/Compliance to seek/provide necessary support;

Ensure necessary trainings to the teams to drive the pro

📌 Senior Manager (India)
🏢 AxisMaxlife
📍 India