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

Job Description:

Career Opportunities

Position

Sr.Deputy Manager – Customer Service

Incumbent

Department

Operations

Function

Operations – Customer Service

Reporting to

Manager – Customer Service

Band

5B

Location

Gurgaon 90C

Team size (D/I)

10-15

JOB SUMMARY:

We are seeking an experienced and motivated Customer Service-Sr. Deputy Manager to manage and support team. The ideal candidate should have passion for customer service and possess robust leadership skills to manage and motivate team members. The Sr.DM will be responsible for providing guidance, feedback and support to the team to ensure a high level of customer satisfaction

KEY RESPONSIBILITIES:

Ø Manage and oversee the daily operations of team

Ø Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives

Ø Monitor team performance and develop action plans to improve productivity,



efficiency and quality of service

Ø Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction

Ø Identify opportunities for process improvements and make recommendations to management

Ø Coordinate with other department to resolve customer issues and complaints in a timely and effective manner

Ø Collaborate with management to develop strategies to enhance customer experience and drive customer retention

Ø Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating

Ø Conduct regular performance evaluation and provide feedback to team members

Measures of Success

Ø Customer satisfaction scores (DNPS)

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

Ø Employee satisfaction/Internal Audit

Ø Quality/Accuracy of resolution

Knowledge and skills required:

Ø At least 3-5 years of experience in a customer service leadership role

Ø Excellent communication, interpersonal and problem solving skills

Ø Strong leadership, coaching and motivational skills

Ø Ability to analyze data and make data-driven decisions

Ø Knowledge of customer service software, such as CRM and ticketing system

Ø Experience with managing remote teams

Ø Ability to work in a fast-paced environment and manage multiple priorities

Ø Strong organizational and time management skills

Ø Ability to adapt to changing circumstances and be flexible

Desired qualifications and experience:

Ø Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on

State:

Home Office

Branch:

Gurugram -90C

Department:

Operations

Function:

Operations - Customer Service

Posted On:

03-Jul-2026

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