Senior Manager - Customer Care

Date: Mar 23, 2024

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


We Stand for:



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.


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."





  • Review performance against service measurement metrics for Call Center, Email desk, Grievance and CAG. Understand gaps and set up a gap closure plan; review and verify gaps are closed as agreed; direct, guide and advise team in adhering to policies and processes in order to ensure effective execution of processes leading to customer satisfaction:
  • Vendor management – Manage the vendor relationship. Continuously review and improve input matrices: for Call Center and Email desk
  • Culture Building and Communication within the team
  • Deploy E-mail BOT for reducing manual effort and improving Accuracy of resolution for Email desk and reducing email volumes
  • Establish control on process and procedures, design, document and publish service report card, document and control changes to all existing procedures, understand gaps and set up a gap closure plan, conduct periodic audits and report all complications and exceptions in order to ensure compliance in all established processes and procedures and adherence to all regulatory requirements.
  • Grievance Management - Review compliance with process, guidelines and system requirements to track customer complaints; track compliance on resolution within agreed/regulatory timelines; ensure all written and oral communication are reviewed and adheres to identified delivery standards. Deploy maker-checker mechanism and error prevention mechanism, effective root causing, along with meaningful analytics, to ensure reduction in number of grievances in a systematic manner. Ensure strong governance of ongoing grievance reduction initiatives
  • Identify areas for automation and improve processes.

Measure of Success:


  • GIR <25, Sustaining Industry Leadership on GIR (Private Sector)
  •  Email NPS > 50
  •  Email TAT – 90% in 1 Day and 70% in 3 Days
  •  SLA >90% and Abandon Rate <1%
  •  Cost Save – 10%
  •  Employee Engagement >95%
  • Audit Rating <=2


Desired qualifications and experience :

    • Graduation in Commerce, Economics or Maths
    • MBA preferably from B – school
    • Experience of 8 - 10 years in Customer Services or related operations functions in an insurance industry


Knowledge and skills required:


  • Good knowledge of MS Excel, MS Access. Power point presentations
  • Good Analytical skills.
  • Strong interpersonal skills to drive organization objectives through cross functional teams.
  • Target and process orientation
  • Program management