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:

Job Description

Position

Chief Manager – Digital Customer Engagement Team

Position

1

Department

Customer Engagement Team

Function

Operations

Reporting to

Zonal Officer

Band

4B

Location

As per requirement

Team size (D/I)

7-8

JOB SUMMARY

- End-to-end management of video-based customer service operations

- Digital Customer Engagement ensuring excellent customer experience, operational efficiency, regulatory compliance, and team performance.

- Market Conduct -13M & 25M Persistency, FIR and GIR

- Retention – E2R, Freelook, Surrender, ECS deactivation

- Revenue Generation

o Service to Sales

o Service to Recruitment

- Business Deliverables - Issuance / WIP management

- Distribution engagement

- Building Leadership & People Capability

- Compliance & Risk Management

- Process Improvement & Innovation

KEY RESPONSIBILITIES

- Digital Customer Engagement

Ø Call Quality Audit of digital calls taken by respective team members.

Ø Ensuring quality in Digital calls and responsible for Call Quality Scores.

Ø Reduction in CXO escalation / Service Grievance

Ø Oversee daily operations of the video call service center, ensuring smooth and uninterrupted service delivery.

Ø Manage inbound video call volumes in line with business SLAs and productivity targets.

Ø Ensure optimal manpower planning, rostering, and capacity management.

Ø Drive adherence to SOPs, TATs, and service benchmarks.

-
13M & 25M Persistency





Ø Driving 0-60-day collection by calling the customers / sellers

Ø Driving 0-90-day collection by calling the customers / sellers

Creating visibility for all stake-holders and having a weekly governance rhythm with the Regional Manager / Office Heads & DIGITAL CET team. Corrective and preventive measures to be implemented to improve persistency, FTR & P2A.

-
Retention

Ø Engage to retain – Retaining customers with mis-selling complaint

Ø Freelook – Retaining customers who wish to cancel the policy

Ø Surrender – Retaining customer who come to surrender the policy

Ø ECS – Retaining customers who want to deactivate their ECS payment method

Training and skilling the front-end team on how to engage with the Digital customers by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.

-
Revenue Generation – Service to Sales / Recruitment

Ø Identify training needs of Digisaarthi team and skill them.

Ø Coaching and Developing the team to meet their goals

Ø Driving the team to always look for opportunity to upsell a customer once retained.

- Business Deliverables

Ø Enabling the advisors and distribution team on how to manage the WIP on mPro/ SARAL and servicing in mPower.

Ø Traction of Applied to Paid for the region

Ø Conducting process refreshers and process changes session with the distribution team

- Distribution Engagement

Ø Monthly connect with the OH

Ø Creating awareness amongst Advisors – Quality of Business

Ø Coordination with various stake holders

- Building Leadership and People Capability

Ø Structured capability / competency building and succession planning

Ø Retain top performers

Ø Generating ideas to improve the process / systems

Ø Employee engagement

Ø Driving key initiatives and projects in the region

- Compliance & Risk Management

Ø Ensuring regulatory and statutory compliance

Ø Zero dilution in the process adherence

Ø Coordinate with Risk,



Compliance, and Audit teams for reviews and corrective actions.

Ø Ensure data privacy, confidentiality, and information security standards.

- Process Improvement & Innovation

Ø Identify opportunities to enhance customer experience through automation, digitization, and best practices.

Ø Support implementation of new tools, video platforms, and process enhancements.

Ø Drive change management and adoption across teams.

Measures of Success

- Quality Scores (OA-95% / FEA-100%)

- Reduction in CXO escalation by 50%

- DNPS Scores >=94

- Customer Engagement >50%

- 13M Persistency >=90%

- 25M Persistency >=88%

- Engage to Retain >=65%

- Freelook retention >=50%

- Surrender retention >=70%

- ECS retention >=50%

- S2S, S2R – 100% As per the Target

- Applied to Paid >=92%

Key Goal (Business)

- Driving customer Retention& Persistency

- Meeting S2S/R target for the region.

- Distribution engagement

- Identify training needs of Front end team and skilling them.

Key Relationships (Internal /External)

Collaboration with Zonal / Regional / Digital CET, Collaboration with Distribution & Cross Functional Teams

Key competencies/skills required

- Must have minimum 7-9 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service on a supervisory role & Strong knowledge of contact center operations

- Interpreting, analyzing data using statistical techniques for trends

- Good understanding of CRM systems, video calling platforms, and digital workflows.

- Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.

- Proven people management and coaching capability.

- Presentation, and stakeholder management skills.

- Solid decision-making and problem-solving abilities.

Desired qualification and experience

Post Graduate in Management preferred

Must have minimum 12-15 years of experience of which at least 2-3 years should have been spent on the supervisory role in Operations / or Customer Service

Experience of managing Operations / or Customer Service

State:

Home Office

Branch:

Gurugram -90C

Department:

Operations

Function:

Operations - Agency

Posted On:

08-Sep-2026

📌 Chief Manager - Customer Engagement (Agency) (India)
🏢 AxisMaxlife
📍 India