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 productive and profitable operations, it is imperative to plan effectively for all large projects as well as unit level transactions.

We call this control tower, this vertical will direcly report to this role.

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 Governance of Control tower rhythm, stakeholder management





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

• Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life’s business problems.

Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation

· Presently should be in customer escalation handling, managing CAPA units

· Preference for candidates with MBA from a tier 1 business school with excellent academic track record or with prior customer experience/digital experience

· strong networking and inter‐personal skills

· Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional pro

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