Chief Manager - Customer Experience

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Date: Aug 11, 2025

Location: Gurugram, HR, IN

Company: maxlifeins

 

 

 

About Max Life Insurance:

 

Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group, an Indian multi business corporation.

Max Life offers comprehensive protection and long-term savings life insurance solutions, through its multichannel distribution including agency and third party distribution partners. Max Life has built its

operations over almost two decades through need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital.

 

As per public disclosures, during the financial year 2019-20, Max Life achieved gross written premium of Rs. 16,184 crore. As on 31st March 2020, the Company had Rs. 68,471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913,660 crore.

 

For more information, please visit the Company's website at www.maxlifeinsurance.com

 

We Stand for:

 

Caring

A compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives, eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance.

Collaboration

A boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes, thus, delivers to the organization’s ask. A leader who addresses challenges with a solution oriented approach to create “win-win” partnerships within & outside teams through inspired cooperation and teamwork.

Customer Obession

A leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience.

Growth Mindset

An ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo, takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance.

People Leadership

A people’s leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching, empowering & motivating them to deliver superior business outcomes.


"Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity."

 

 

 

 

Job Description

Job Title:

Chief Manager – Customer Experience

Department:

Ecommerce

Location:

Gurgaon

Reporting To:

Head – Customer Experience

Role Purpose:

Lead the Relationship Manager (RM) Model for end-to-end customer assistance in the policy issuance process, ensuring a seamless, transparent, and hassle-free journey. This role will focus on improving operational efficiency, enhancing customer satisfaction, and managing people, processes, and vendors effectively.

Key Responsibilities:

• Own the complete customer journey in policy issuance ensuring process adherence and quality outcomes.

• Identify bottlenecks and implement solutions to improve turnaround times and conversion rates.

• Implement the RM model ensuring each customer is assigned a dedicated point of contact for proactive engagement.

• Create real-time feedback mechanisms to address customer concerns before they escalate.

• Manage day-to-day operations of the contact center for inbound/outbound calls, email, and chat.

• Design and monitor communication flows to ensure timely and accurate customer updates.

• Liaise with vendor partners to address technology, training, and resource allocation gaps.

• Lead, mentor, and coach a team of Relationship Managers to deliver superior service.

• Align incentives with business and customer outcomes to drive a performance culture.

• Ensure capacity planning to balance workloads and maintain service quality.

• Track and report key performance metrics and present improvement plans to leadership.

Key Performance Indicators (KPIs):

• Policy issuance rate and turnaround time.

• Customer satisfaction scores (NPS).

• Reduction in complaints related to policy issuance.

• Contact center productivity and adherence metrics.

• Customer communication effectiveness.

Qualifications & Experience:

• Graduate/Postgraduate in Business Administration, Operations, or related field.

• 10–15 years in Customer Experience, Operations, or Service Delivery roles in BFSI/Insurance.

• Proven experience in managing contact centers and vendors.

• Strong background in process improvement and change management.

Skills:

• Strong problem-solving and analytical skills.

• Excellent communication and stakeholder management abilities.

• Proficiency in CRM and contact center technologies.

• People leadership with proven coaching and mentoring skills.

Personal Attributes:

• Customer-first mindset with high empathy.

• Resilient and adaptable to changing priorities.

• Data-driven decision-maker.

• Strong sense of ownership and accountability.