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 environment.

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

Job Description:

Job Description

Job Title

Deputy Manager – Customer Service

Location

Gurugram

Department

Operations

Function

Operations – Customer Service

Reporting to

Senior Manager – Customer Service

Band

5B

JOB SUMMARY:

KEY RESPONSIBILITIES:

Ø Manage and oversee the daily operations of team

Ø Provide leadership, training, coaching and support to team members to ensure they meet performance goals and objectives

Ø Monitor team performance and develop action plans to improve productivity, efficiency and quality of service

Ø Develop and maintain customer service standards and policies to ensure a high level of customer satisfaction

Ø Identify opportunities for process improvements and make recommendations to management





Ø Coordinate with other department to resolve customer issues and complaints in a timely and effective manner

Ø Collaborate with management to develop strategies to enhance customer experience and drive customer retention

Ø Develop and maintain reports of team performance, including metrics such as volume, resolution time, Customer Satisfaction rating

Conduct regular performance evaluation and provide feedback to team members

Measures of Success:

Measures of Success

Ø Customer satisfaction scores

Ø TAT of Customer/Agent query resolution as per defined SLA

Ø Employee satisfaction

Ø Quality/Accuracy of resolution

Knowledge and skills required:

Ø At least 4-5 years of experience in a customer service leadership role

Ø Excellent communication, interpersonal and problem solving skills

Ø Strong leadership, coaching and motivational skills

Ø Ability to analyze data and make data-driven decisions

Ø Knowledge of customer service software, such as CRM and ticketing system

Ø Experience with managing remote teams

Ø Ability to work in a fast-paced environment and manage multiple priorities

Ø Robust organizational and time management skills

Ability to adapt to changing





Desired qualifications and experience:

Ø Should be a graduate, preferably MBA and knowledge of Life Insurance sector will be an add-on

Ø

Knowledge & Skill Matrix:

Ø Experience of managing operations and customer service preferably in Banking, Telecom or Financial service companies

Ø Exposure to quality tools and processes

Ø Ability to manage teams

Ø Good communication skills

Ø Strong Customer Focus

Ø Strong Analytical & Decision Making Ability

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 - Customer Service

Posted On:

26-Oct-2026

📌 Deputy Manager - Customer Service (India)
🏢 AxisMaxlife
📍 India