Key Responsibilities:

1) DRIVING OPERATIONAL EFFICIENCIES

- Weekly/Fort-nighly Governance calls/Meeting
- Monthly FWG with Bank and Distribution
- Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster
- MOM drive and ATR resolution

2) DISTRIBUTION ENAGAGEMENT ( Circle/Cluster)

- Weekly/Fort-nighly Governance calls/Meetings
- Quality of Business discussions and drive (Persistency/ E2R/ Free-look / issuance/ leakage/ Claims ) for Circle/cluster and Branches
- MOM drive and ATR resolution

3) ESCALATION & QUERY MGMT Single point of contact for Bank Complaint and service query / Under writing management from bank /RBBH/ Circle Head

4) TRAINING : Train and educate bank staff on the various ops process and new initiatives and address FAQs

Desired qualifications and experience

· A Graduate/MBA

· Experience of 7-10 years plus in operations or customer services in a financial services industry.

Knowledge and skills required:





· Positive communication skills

· Customer centric approach

· Process documentation and systems approach

· Previous experience preferably in relationship management and cross functional engagement

· Computer skills in using databases and office management software including spreadsheets/presentation skills.

Measure of Success:

- >90% M0 issuance and 94% M2 Issuance
- 100% Customer Service and complaint resolution within TAT
- Bank Partner, Customer satisfaction score-top 2 boxes with more than 70%
- Customer retention and reduction in leakage (less than 6 % pre and post)
- Ops process awareness and trainings in Bank and Distribution team on ops processes and policies
- Meet the renewal / persistency targets
- Meet the Surrender retention targets
- Audit ratings of 2 or above in all internal audits

📌 Chief Manager- Operations Customer Engagement Banca (Mumbai)
🏢 Axis Max Life Insurance
📍 Mumbai