Sr Manager - Customer Engagement (Axis)

Job Description Position Sr. Manager Incumbent Department Operations Axis Function Operations Reporting to AVP Band 4A Location Gurgaon - 90C Team size (D/I) I

JOB SUMMARY:

The incumbent will be responsible for interpreting briefs and developing reports that align with specified requirements. This includes comparing and reconciling data, analyzing trends, and ensuring accuracy to enable informed decision-making across internal and external forums w.r.t grievances. The role involves insighting across life insurance cycle from Onboarding, Issuance, Freelook and grievance and showcasing with performance updates and identifying areas of lag.

Key responsibilities include end-to-end management of freelook/grievance insighting and business insighting. A strong understanding of grievance management and data analysis is essential. Prior experience in corporate strategy roles will be an added advantage.

Key Actionable

Assess the overall function performance (against historical, target, as well as competition numbers) and identify problem areas

Deep-dive identified areas to get actionable insights; Prepare action plans (to resolve identified issues) and program manage these initiatives as part of the regular operations and transformation governance forums.

Execute and deliver on projects with predetermined measures of success

Work with cross functional team to identify and analyze key levers impacting the process / work area

Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life s business problems

Measures of Success

Quality of Deliverables

Process Improvement and Strategic impact

Innovation and adoption

Timeliness of Monthly forecasts, projections and strategic presentations

Key Goal (Business)

Provide analytical and strategic support to the team by tracking and reviewing important KPI s (complaints, freelook cancellations etc.) across channels. Perform diagnostics on identified problem areas and working with relevant teams to problem-solve;

Key competencies/skills required

Graduate from a recognized university (Grade B or above) with a strong academic foundation in business, finance, or analytics.

Experience in Data/process insighting roles will be an advantage

Life insurance experience preferred, but not mandatory

Excellent communication skills and a thoughtful, persuasive personal style.

Self-starters comfortable in a project-oriented environment and comfortable in dealing with large cross functional projects.

Being boundary-less is of critical importance as the role will require working through several business projects.

Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric driven value statements.

Analytical skills and judgment to solve problems with limited information at hand by learning and using statistical tools and logics.

Ability to develop, test and validate hypotheses. Should be competent at analyzing both quantitative and qualitative data.

Strong analytical skills with the ability to interpret data and craft compelling narratives.

Creative mindset with attention to detail and ability to work under tight deadlines.

Exposure to senior management interactions and strategic projects

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