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.

Job Title

- Zonal Officer - Customer Engagement Team

Location

- Branch Name

Department

- Customer Engagement Team

Function

- Operations - Agency

Reporting to

- Functional Head - CET

Band

- 3

**-

- JOB SUMMARY**
- Service Excellence
- Driving Transformation thru Tech/Digi and Process redesign
- Revenue Generation & Customer retention
- Distribution engagement
- Building Leadership & People Capability
- Audit & Compliance
- KEY RESPONSIBILITIESService 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 scoresCustomer 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- 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 conductBuilding 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 projectsQuality & 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 WoWAudit & 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**

**_

- **-
- State**

New Delhi, Delhi, India

Branch

Delhi - GO3

Department

Operations

Function

Operations - Agency

Posted On

09-Jun-2026

📌 Assistant Vice President - Customer Engagement (Agency) (Delhi)
🏢 AxisMaxlife
📍 Delhi