About Axis Max Life

Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a joint venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited.

Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery, and a well-trained human capital.

Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.

#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply

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Career Opportunities

Position

Assistant Manager- Customer Care No. of Positions 1

Department

Operations Function Customer Service

Location

Gurgaon – 90 C

Key Responsibilities:

Ü Resolution of Queries

Ø Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement’s

Ø Ensure adherence to documented processes, procedures and controls

Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved

Ø Ensure follow up with customers / Agents to ensure complete satisfaction

Ø Publish MIS and Dashboards

Ü Data Analysis:

Ø Help in Root cause analysis of Queries / Complaints received

Ø Strictly follow the Escalation Matrix

Measure of Success:

Ø Customer satisfaction scores





Ø Agent satisfaction scores

Ø TAT of Customer/Agent query resolution as per defined SLA

Ø 100% compliance to standards.

Desired qualifications and experience:

Ø Graduate with 2-3 years’ experience in Operations / Customer Care

Ø The applicant should have Valuable English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required:

Key Responsibilities

- Manage day-to-day customer service operations for insurance customers.
- Handle customer queries, complaints, and escalations within defined TATs.
- Ensure high levels of customer satisfaction and service excellence.
- Coordinate with underwriting, claims, sales, and backend teams for resolution management.
- Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
- Drive process improvements and operational efficiency initiatives.
- Lead, mentor, and manage customer service teams.
- Ensure compliance with regulatory and company guidelines.
- Prepare MIS reports, dashboards, and management presentations.
- Support digital transformation and customer experience enhancement initiatives.

Required Skills

- Strong 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

State: Home Office

Branch: Gurugram -90C

Department: Operations

Function: Operations - Customer Service

Posted On: 15-Jul-2026

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