About the Role

We are looking for a senior operations leader to drive omni-channel customer service delivery across assisted and digital channels. This role will lead large-scale service operations, strengthen customer experience outcomes, and own complaints & grievances end-to-end including regulatory reporting governance.

What You’ll Do (Key Responsibilities)

- Lead omni-channel service delivery across helpline/email/chat and digital servicing channels (e.g., WhatsApp, chat, web self-service).
- Manage a 150+ headcount operation (combined FTE + vendor teams), driving performance, productivity, and service quality.
- Drive digital adoption and operational excellence by embedding digital journeys into servicing and improving resolution outcomes.
- Own complaints & grievances end-to-end, including investigation quality, closure communication, escalation governance, and regulatory reporting discipline.
- Partner with Compliance/Risk/Audit and cross-functional teams to ensure strong controls, audit readiness, and consistent customer outcomes.
- Build a high-performance, inclusive culture aligned to a Great Place to Work environment.

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 experience in customer service operations leadership (Life insurance/ BFSI/Fintech)
- Proven track record of successfully leading large-scale operations with strong vendor governance
- Solid 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 in complaints/grievances governance and regulatory reporting rigor
- Strong 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 (Gurugram)
🏢 Axis Max Life Insurance
📍 Gurugram