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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 strong analytical capabilities, operational excellence, and the ability to leverage data-driven insights to enhance customer retention, service quality, and process efficiency.

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Key Responsibilities
- Manage and driveFree Look Cancellation (FLC) andGrievance 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 againstindustry best practices and recommend actionable solutions to reduce avoidable inflows and improve customer experience.
- Design and implement initiatives toreduce FLC and grievance volumes through process enhancements, customer communication improvements, and proactive interventions.
- Evaluate the effectiveness of thePre-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, perks, and policy terms.
- Develop mechanisms to identify and preventnon-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 ad

📌 Deputy Manager (India)
🏢 Axis Max Life Insurance
📍 India