Job Description
Career Opportunities

Position

Deputy Manager- Customer ExperienceNo. of Positions1Department

OperationsFunctionCustomer ExperienceLocation

Gurgaon – 90 CBand5BKey Responsibilities:Ü RCA’s/CAPA of IRDAI complaint:
Ø Timely closure of RCA/Capa
Ø Timely submission of weekly update related to control tower
Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Renewals, Issuance, Customer care, IT) to ensure that all local queries/complaints are resolved
Ø Ensure follow up with CFT’s related to control tower
Ø Publish MIS/Metrics and Dashboards

ÜData Analysis:
Ø Help in Root cause analysis ofIRDAI Complaints received
Ø Strictly follow the TAT’s

Measure of Success:
Ø GIR target to be met
Ø CFT handling
ØWeekly update to control tower related to control tower
Ø TAT of RCA’s/CAPA completion
Ø100% compliance to standards.

Desired qualifications and experience:
Graduate with 4-5 years’ experience in Operations / Customer Care
The applicant should have Good English Hindi speaking skills,



a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required:
Key Responsibilities

- Handle RCA’s/CAPA of IRDAI complaints, and escalations within defined TATs.
- Ensure high levels of customer satisfaction and service excellence.
- Coordinate with underwriting, claims, sales, CRT, CC, Issuance and backend teams for resolution management.
- Drive process improvements and operational efficiency initiatives.
- Prepare MIS reports, dashboards related to the control tower
- Support customer experience and enhance initiatives.

Required Skills

- Solid understanding of insurance operations and customer servicing
- Excellent communication and stakeholder management skills
- Team handling and people management experience
- Escalation and grievance handling expertise
- Analytical and problem-solving skills
- Knowledge of service quality metrics and process improvement
- Proficiency in MS Excel, PowerPoint, and reporting tools

📌 Deputy Manager - Customer Service (India)
🏢 AxisMaxlife
📍 India