AVP – Customer Service Operations

Location - Gurgaon

About the Role

We are looking for a senior operations leader to driveomni-channel customer service deliveryacross assisted and digital channels. This role will lead large-scale service operations, strengthen customer experience outcomes, andown complaints grievances end-to-end including regulatory reporting governance.

What You’ll Do (Key Responsibilities)

- Leadomni-channel service deliveryacross helpline/email/chat and digital servicing channels (e.g., WhatsApp, chat, web self-service).

- Manage a150+ headcountoperation (combined FTE + vendor teams), driving performance, productivity, and service quality.

- Drivedigital adoptionand operational excellence by embedding digital journeys into servicing and improving resolution outcomes.

- Owncomplaints grievances end-to-end, including investigation quality, closure communication, escalation governance, andregulatory reporting discipline.

- Partner withCompliance/Risk/Audit and cross-functional teams to ensure strong controls, audit readiness, and consistent customer outcomes.

- Build a high-performance, inclusive culture aligned to aGreat Place to Workenvironment.

What Success Looks Like (Examples)

- Improved customer satisfaction, lesser customer complaints and complaint closure quality ( NPS, Customer Complaints, Quality Scores)

- Higher digital adoption / self-service usage and improved resolution efficiency

- Strong governance and timely, accurate regulatory reporting for grievances





- Consistent vendor performance and strong people outcomes (capability, engagement)

- Deliver on People Metrics ( Top Talent retention, Employee Engagement Scores, Capability building, Succession Planning)

What We’re Looking For

- ~15 years of progressive experiencein customer service operations leadership (Life insurance/ BFSI/Fintech)

- Proven track record of successfully leadinglarge-scale operationswith strongvendor governance

- Strong understanding of omni-channel servicing and digital enablement in operations

- Customer-first mindset with a focus on ease, speed, and simplicity in service.

- Proven capability incomplaints/grievances governanceand regulatory reporting rigor

- Solid stakeholder management and data-driven decision making

- Experience in omni-channel transformation (WhatsApp/chatbot/IVR/self-service)

- Exposure to process excellence / analytics / continuous improvement methods

Education

- Post-graduate (MBA preferred)

- CX/Design Thinking /Digital/Lean/Six Sigma/Analytics certifications are a plus.

Why Join Us

- Lead a strategic customer service function with significant business impact.

- Shape customer outcomes through operational excellence and disciplined execution.

- Work closely with senior leadership on enterprise-wide service and governance priorities.

- Build and develop high-performing teams while driving meaningful customer and business outcomes.

- Play a pivotal role in creating a best-in-class customer service organization.

📌 Assistant Vice President - Operations (India)
🏢 AxisMaxlife
📍 India