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:




· Valuable 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