JOB SUMMARY

Control tower works with the Operations, Technology and marketing teams within Max Life. This team manages CAPA and grievance analysis for operations, the corresponding customer journey mapping, communication revamp & existing customer gaps in key areas. KMP grievance reporting and governance will also now be a part of this. To run effective and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.
Control customer grievances/escalations- there is a vertical within CX which is responsible for identifying in processes, customer journeys, communication etc and enforcing CAPA for such scenarios. This vertical is responsible for RCA and CAPA of gaps identified via escalations and customer grievances. We call this control tower, this vertical will direcly report to this role.

KEY RESPONSIBILITIES
• Control tower management- Partner in creation of our customer centricity roadmap to control and reduce customer concerns including servicing and market conduct




o Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas, RCA and CAPA
o Identify gaps and work with FLG units on closure of these process/tech items

• Strategic support to function heads on key projects/journeys in the area of customer service, engagement and fulfillment
o Work with function heads to own specific preventive initiatives and work with CFTs to deliver these
o Give CX perspective on key customer journeys
o Governance of Control tower rhythm, stakeholder management
General expectations w.r.t the role
• Formulate proactive strategic options, evaluate selected options and make recommendations on decisions involving customer email handling items, comprehensively to senior management along with FLG leaders
• Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applie

📌 Senior Manager-Customer Experience (Gurugram)
🏢 Axis Max Life Insurance
📍 Gurugram