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Job Requisition (JR) - Deputy Manager, Renewals Operations Position

Deputy Manager - Renewals Operations

Location

Gurugram

Role Purpose

The Deputy Manager will be responsible for managing and optimizing the end-to-end customer lifecycle, including onboarding, renewals, premium collections, free-look cancellations, and grievance management. The role requires solid analytical capabilities, operational excellence, and the ability to leverage data-driven insights to enhance customer retention, service quality, and process efficiency.

a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } Key Responsibilities

- Manage and drive Free Look Cancellation (FLC) and Grievance Redressal (GIR) operations, ensuring timely resolution and adherence to regulatory guidelines.
- Conduct detailed analysis of FLC and grievance trends to identify key drivers, root causes, and areas of improvement.
- Benchmark current processes and performance against industry best practices and recommend actionable solutions to reduce avoidable inflows and improve customer experience.
- Design and implement initiatives to reduce FLC and grievance volumes through process enhancements, customer communication improvements, and proactive interventions.
- Evaluate the effectiveness of the Pre-Issuance Verification Call (PIVC) process and identify opportunities to strengthen quality checks.
- Recommend and implement customer-centric changes to the PIVC framework to improve customer understanding of product features, benefits, and policy terms.




- Develop mechanisms to identify and prevent non-quality business at source during the onboarding stage, thereby improving policy persistency and reducing early cancellations.
- Collaborate with Distribution, Operations, Customer Service, Product, and Compliance teams to address process gaps and drive sustainable improvements.
- Leverage analytics, Python, and Advanced Excel to generate insights, build dashboards, and support data-driven decision-making.
- Monitor key operational metrics, present findings to leadership, and drive continuous improvement initiatives based on actionable recommendations.
- Prepare management presentations highlighting trends, root-cause analysis, benchmark studies, business impact, and proposed solutions.
- Support strategic projects focused on enhancing onboarding quality, customer retention, and overall customer experience across the policy lifecycle.

Required Skills Competencies Technical Skills
- Strong analytical and problem-solving skills.
- Proficiency in Python for data analysis, reporting, and automation.
- Advanced Excel (Pivot Tables, Power Query, Advanced Formulas, VBA preferred).
- Experience in dashboarding and MIS reporting.
- Knowledge of Power BI/SQL will be an added advantage.

Domain Knowledge
- Strong understanding of the Life Insurance policy lifecycle.
- Knowledge of customer onboarding processes.




- Experience in Renewals and Premium Collection operations.
- Understanding of Free-Look Cancellation processes and regulatory requirements.
- Experience in handling Customer Grievances and Escalations.
- Knowledge of customer retention and service excellence practices.

Behavioral Competencies
- Strong presentation and stakeholder management skills.
- Excellent communication and interpersonal abilities.
- Ability to convert complex data into meaningful business insights.
- High ownership, accountability, and attention to detail.
- Strong team collaboration and problem-solving skills.

Educational Qualification
- Bachelors degree in Engineering, Statistics, Mathematics, Commerce, Business Administration, or a related field.
- MBA or equivalent postgraduate qualification preferred.

Experience
- 5-8 years of experience in Life Insurance Operations, Renewals, Customer Retention, Grievance Management, or Business Analytics.
- Experience in managing operational performance and process improvement initiatives.
- Hands-on experience in analytics, reporting, and customer lifecycle management.

Preferred Qualifications
- Experience in automation and digital transformation projects.
- Exposure to customer retention, collections, and service operations.
- Working knowledge of Power BI, SQL, or other data visualization tools.

Designation: Deputy Manager
Function: Renewals Operations
Reporting To: Senior Manager - Renewals Operations

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Deputy Manager - Renewals (Gurugram)
🏢 Axis Max Life Insurance
📍 Gurugram