Job TitleZonal Officer – Customer Engagement TeamLocationBranch NameDepartmentCustomer Engagement TeamFunctionOperations - AgencyReporting toFunctional Head - CETBand3JOB SUMMARY

· Service Excellence

· Driving Transformation thru Tech/Digi and Process redesign

· Revenue Generation & Customer retention

· Distribution engagement

· Building Leadership & People Capability

· Audit & Compliance

KEY RESPONSIBILITIES

· Service Excellence

Ø Resolution of customer queries /requests& Complaints

Ø Ensuring quality in processing and responsible at frontend across branches

Ø First time right

Ø Engaging with customers at the GO & DNPS scores

· Customer Retention

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 Transformation

· Revenue Generation – Service to Sales / Recruitment / P@S

Ø Identify training needs of Front end and skill them.

Ø Coaching and Developing the team to meet their goals

Ø Always look for opportunity to upsell a customer once retained.

· Distribution Engagement

Ø E2G – Connect with the Top advisors to address their challenges

Ø Creating awareness amongst Advisors – Quality of Business

Ø Coordination with various stake holders

Ø Traction of Applied to Paid – FTR for the zone

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

Ø Market conduct

· 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

· Quality & Innovation and Digital Saviness

Ø Drive quality culture in the team – YB, GB, BB Projects

Ø Encourage team on process re-engineering to solve customer impact

Ø Drive innovation and Digi Savvy WoW

· Audit & Compliance

Ø Ensuring regulatory and statutory compliance

Ø Zero dilution in the process adherence

Measures of Success

· Reduction in Grievance by 50%

· Reduction in CXO escalation by 50%

· DNPS Scores > 95

· 13M Persistency >88%

· 25M Persistency > 84%

· Engage to Retain > 50%

· Freelook retention > 50%

· Surrender retention > 70%

· ECS retention > 50%

· Upsell and Recruitment – S2S and S2R

· Applied to Paid >91%

Key Goal (Business)

· Grievance & CXO reduction

· FTR

· Persistency

· Driving customer retention

· Building relationship with customers thru S2D

· Distribution engagement –E2G

· Retention of resources - Identify training needs of Front end and skilling them

· Meeting Business deliverables

Key Relationships (Internal /External)

Collaboration with Zone / Regional / CFT / CET

Collaboration with Distribution Team

Key competencies/skills required





· Must have minimum 12-15 years of experience of which at least 5 years should have been spent in Operations handling large multicity branches (life insurance)

· Interpreting, analyzing data using statistical techniques for trends

· Positive presentation skills

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

D Desired qualification and experience

MBA / Post Graduate in Management preferred

Must have minimum 12-15 years of experience of which at least 5 years should have been spent in Operations handling large multicity branches (life insurance)

Interpreting, analyzing data using statistical techniques for trends

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

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

📌 Assistant Vice President - Customer Engagement (Agency) (New Delhi)
🏢 Axis Max Life Insurance
📍 New Delhi