Chief Manager - Customer Engagement (Agency)

### **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**
• ------------------

• *Position** Chief Manager – Customer Engagement Team**Position**
• -----------

1 – Zone Officer – East 2

• *Department** Customer Engagement Team **Function** Operations

• *Reporting to** Vice President – CET (Agency) **Band** 4B

• *Location** Lucknow GO\-1 **Team size (D/I)**

27 **JOB SUMMARY**

• Customer Engagement

o Service Grievance and CEO/XO escalations

o DNPS

• Market Conduct \- 13M \& 25M Persistency, FIR and GIR
• Retention – E2R, Freelook, Surrender, ECS deactivation
• Revenue Generation

o Service to Sales

o Service to Recruitment

• Business Deliverables \- Issuance / WIP management
• Distribution engagement
• Building Leadership \& People Capability
• Capability and Capacity buildup / Transformation
• Audit \& Compliance

KEY RESPONSIBILITIES

• Customer Engagement

Ø Drive Customer Obsession value for customer

Ø Ensuring quality in processing \- DNPS

Ø Reduction in CXO escalation / Service Grievance

• 13M \& 25M Persistency

Ø Driving 13th Month and 25th M collections (as per pre\-decided cohorts) by calling the customers / sellers

Ø Drive all input activities (Proactive / Reactive) to achieve 13th \+ 25th M Collections

Creating visibility for all stakeholders and having a weekly governance rhythm with the Regional Manager / Office Heads \& CET team. Corrective and preventive measures to be implemented to improve persistency

• Retention

Ø Engage to retain – 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

Training and skilling the front\-end on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.

• Revenue Generation – Service to Sales / Recruitment

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.

• Business Deliverables

Ø Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower

Ø Traction of Applied to Paid for the region

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

• Distribution Engagement

Ø Office Visit once a quarter and engaging with the OH

Ø Creating awareness amongst Advisors – Quality of Business

Ø Coordination with various stake holders

• 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 in the region

• Audit \& Compliance

Ø Ensuring regulatory and statutory compliance

Ø Zero dilution in the process adherence

• Capacity and Capability

Ø Drive people for better capacity and capability development

Ø Drive AI / Transformation agenda in the zone through regular skilling and communication

• *Measures of Success**

• DNPS \- 96
• Reduction in CXO escalation by 50%
• Customer Engagement \>60%
• 13M Persistency \> 86%
• 25M Persistency \> 86%
• Engage to Retain \> 50%
• Freelook retention \> 40%
• Surrender retention \> 70%
• ECS retention \> 40%
• S2S, S2R – 100%
• Applied to Paid \>94%

• *Key Goal (Business)**

• Building relationship with customers through customer obsession value
• Driving customer retention and Persistency
• Meeting Business and recruitment target for the region.
• Distribution engagement
• Identify training needs of Front end and skilling them.

• *Key Relationships (Internal /External)**

Collaboration with Zonal / Regional / CET

Collaboration with Distribution Team

• *Key competencies/skills required**

• Must have minimum 8\-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service
• Interpreting, analyzing data using statistical techniques for trends
• Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
• Good presentation skills
• *Desired qualification and experience**

MBA/Post Graduate in Management preferred

Must have minimum 8\-12 years of experience of which at least 3\-5 years should have been spent in Operations and / or Customer Service

Experience of managing Operations and / or Customer Service preferably in banking, telecom or MNC service companies

• *State**

Uttar Pradesh

• *Branch**

Lucknow

• *Department**

Operations

• *Function**

Operations \- Agency

• *Posted On**

05\-Jun\-2026