Deputy Manager - Customer Service

### **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 Strong 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