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 workplace.

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

Job Description:

Job Description

Job Title

Deputy Manager- Renewals

Location

Gurugram-90C

Department

Operations: Renewals

Function

Operations

Reporting to

Sr Manager

Band

5B

JOB SUMMARY:

To drive business growth, customer retention, and operational excellence through strategic initiatives, governance, and people development, aligned with the company’s Balanced Scorecard (BSC) framework.

KEY RESPONSIBILITIES

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Service Excellence

Ø Own end-to-end grievance reduction and customer experience improvement initiatives.

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Ø Drive free-look reduction through stronger onboarding controls and customer education.

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Ø Strengthen onboarding processes to ensure acquisition of quality business.

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Ø Work closely with IT, Issuance, Financial Underwriting, Distribution and Operations teams to improve controls and customer outcomes.

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Ø Lead PIVC (Pre-Issuance Verification Call) enhancement programs to validate customer understanding and improve policy quality.

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Ø Conduct industry benchmarking and implement best practices in onboarding and retention processes.

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Ø Design and implement innovative ideas to improve quality business sourcing and customer retention.

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Ø Publish MIS, dashboards and governance reports for channels including CBOS and senior management.

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Ø Demonstrate strong knowledge of the complete policy lifecycle from proposal issuance to servicing, renewals and claims touchpoints.

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Ø Manage cross-functional projects, track deliverables and ensure timely execution of strategic initiatives.

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Ø Drive process governance, audit readiness and compliance adherence.

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Ø Analyse customer feedback, grievances and operational data to identify improvement opportunities.

Ø Grievance retention – 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

Ø 13M & 25M Persistency – Driving 60 Day, 90 Day & Customer engagement

Ø Driving new initiatives – Peer 2 Peer, OD

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Distribution Engagement

Ø Coordination with various stake holders

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

Ø Market conduct – Weekly calls

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Building Leadership and People Capability

Ø Structured capability / competency building and succession planning

Ø Generating ideas to improve the process / systems

Ø Employee engagement

Ø Driving key initiatives and projects

Key Metrics:

- Trainings conducted, process excellence initiatives
- Partner feedback and engagement

Measures of Success

- Reduction in customer grievances





- Reduction in free-look requests

- Improved quality business metrics

Key Goal (Business)

-
Grievance & FLC reduction

- Persistency

- Driving customer retention

- Building relationship with across channels

- Meeting Business deliverables

Key Relationships (Internal /External)

Collaboration with Zone / Regional / CFT / CET

Collaboration with Distribution Team

Key competencies/skills required

- Must have minimum 03-07 years of experience of which at least 5 years should have been spent in Operations handling Onboarding controls (life insurance)

- Interpreting, analyzing data using statistical techniques for trends

- Good presentation skills

Inter personal skills and conflict management is an inherent need for role fitment

Desired qualification and experience

Graduate in Management preferred

Must have minimum 3-7 years of experience (life insurance)

About Axis Max Life Insurance

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 trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.

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

State:

Home Office

Branch:

Gurugram -90C

Department:

Operations

Function:

Operations - Renewals

Posted On:

18-Aug-2026

📌 Deputy Manager - Renewals (India)
🏢 AxisMaxlife
📍 India