The incumbent will be a key member of Max Life’s Ecommerce Channel team, responsible for Business Planning, Partner Query and Complaint Management, MIS, and Analytics. The role requires a strong understanding of business metrics and expertise in reporting and analytics. The candidate will work closely with partner and internal stakeholders. This position is part of the Enablement team and reports to the Chief Manager, Ecommerce.
KEY RESPONSIBILITIES
Business Reporting & Planning: (35%)
DRR ownership and attribution logic alignment and deployment; Partner wise business reporting (Individual reporting).
Monthly PnL planning and tracking; Publish sub channel wise PnL every month.
Regular weekly rhythm with sub channel heads on business reporting and channel head. Input tracker maintain and update. Weekly business projections.
Design, develop, and maintain accurate and insightful business reports that support strategic and operational decision-making.
Monitor and analyze key performance indicators (KPIs), trends, and business metrics to provide actionable insights to various stakeholders.
Collaborate with cross-functional teams to ensure data integrity, consistency, and timely availability of reports.
Prepare periodic reports such as daily, weekly, monthly, and ad-hoc reports as required by management.
Annual business planning excel ownership for MFYP, APE, Product Mix, Manpower, Non FTE head count
Reconciliation related to commissions and rewards
Customer queries and Complaint Management:(25%)
Serve as the primary point of contact for managing customer queries and complaints, ensuring timely and satisfactory resolution.
Track, document, and analyze complaint trends to identify root causes and recommend process improvements.
Work closely with customer service, operations, and quality teams to address recurring issues and enhance the overall customer experience.
Maintain a comprehensive complaint management system and generate reports to highlight resolution status and customer feedback.
Report Automation: (25%)
Identify opportunities to automate routine reporting tasks using appropriate tools and technologies (e.g., Excel VBA, Power BI, MS Access).
Develop and implement automated dashboards, workflows, and data visualization solutions to improve efficiency and accuracy.
Collaborate with IT and data analytic teams to integrate automation solutions seamlessly into existing systems
Process audit including retention or any other key business process. SOP creation and tracking.
Ecom Data privacy SoP ownership and adherence (DPDP)
Measures of Success
Data Accuracy and TAT
Voice of Partners/Team
Audit Rating - Advertisement + Partner
Business Planning & Reporting – Feedback
Channel head feedback on daily review rhythm
Key Relationships (Internal /External)
Internal:
Sub Channel heads, All AVP and above in Ecom, CDO office for reporting and review templates, CFT Leaders for cross functional support
External:
Business Partners
Key competencies/skills required
MIS and Reporting
Process excellence and review rigor
Written communication skills
Ability to negotiate internally and externally
Experience
Work experience of at least 10 years (At least 5 years in Insurance domain)
Candidate should have experience in MIS/Reporting and analytics preferably in BFSI, & E-com sector
Proven track record of working with cross-functional teams and with external partners.
Job Description
Position
Manager – Ecommerce
Incumbent
Replacement
Department
Digital Marketing & Ecommerce
Function
Ecommerce
Reporting to
Chief Manager – Ecommerce
Band
4
Location
Gurgaon
Team size (D/I)
DR – 1 Non FTE – 1
Total 2
JOB SUMMARY
The incumbent will be a key member of Max Life’s Ecommerce Channel team, responsible for Business Planning, Partner Query and Complaint Management, MIS, and Analytics. The role requires a strong understanding of business metrics and expertise in reporting and analytics. The candidate will work closely with partner and internal stakeholders. This position is part of the Enablement team and reports to the Chief Manager, Ecommerce.
KEY RESPONSIBILITIES
Business Reporting & Planning: (35%)
DRR ownership and attribution logic alignment and deployment; Partner wise business reporting (Individual reporting).
Monthly PnL planning and tracking; Publish sub channel wise PnL every month.
Regular weekly rhythm with sub channel heads on business reporting and channel head. Input tracker maintain and update. Weekly business projections.
Design, develop, and maintain accurate and insightful business reports that support strategic and operational decision-making.
Monitor and analyze key performance indicators (KPIs), trends, and business metrics to provide actionable insights to various stakeholders.
Collaborate with cross-functional teams to ensure data integrity, consistency, and timely availability of reports.
Prepare periodic reports such as daily, weekly, monthly, and ad-hoc reports as required by management.
Annual business planning excel ownership for MFYP, APE, Product Mix, Manpower, Non FTE head count
Reconciliation related to commissions and rewards
Customer queries and Complaint Management:(25%)
Serve as the primary point of contact for managing customer queries and complaints, ensuring timely and satisfactory resolution.
Track, document, and analyze complaint trends to identify root causes and recommend process improvements.
Work closely with customer service, operations, and quality teams to address recurring issues and enhance the overall customer experience.
Maintain a comprehensive complaint management system and generate reports to highlight resolution status and customer feedback.
Report Automation: (25%)
Identify opportunities to automate routine reporting tasks using appropriate tools and technologies (e.g., Excel VBA, Power BI, MS Access).
Develop and implement automated dashboards, workflows, and data visualization solutions to improve efficiency and accuracy.
Collaborate with IT and data analytic teams to integrate automation solutions seamlessly into existing systems
