Senior Manager - Customer Care

Date: Jun 5, 2025

Location: Gurugram, HR, IN

Company: maxlifeins

Career Opportunities

Position

 

Senior Manager – Customer Care

No. Of Positions

1

Department

 

Operations

Function

Customer Care (CS)

Reporting to

 

AVP – Customer Care

Band

4B

Location

 

Gurugram

Team Size

 

What this person is expected to do:

  • Understand the overall customer care and CX landscape for Max Life – all functions, processes, teams involved
  • Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics tracked – and set aspirational targets on these metrics
  • Chart the strategic roadmap (initiatives, along with the function heads) for the function to deliver on these targets
  • Manage and drive the various processes within customer care (email desk, grievances, escalations, helpline)
  • 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:
  • Culture Building and Communication within the team
  • 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

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:

    • Minimum educational qualifications: Graduate; MBA preferred
    • Sharp analytical skills and strong communication skills
    • Overall 9+ years of experience; at least 3 years in a customer services or related functional role in the financial services industry. Insurance experience (in India) preferred.

 

Knowledge and skills required:

  • Comfortable with MS Excel and Powerpoint – documenting ideas and presenting updates via these tools is a big part of any job, including this
  • Good Analytical skills.
  • Strong interpersonal skills to drive organization objectives through cross functional teams.
  • Target and process orientation
  • Program management

 

Career Opportunities

Position

 

Senior Manager – Customer Care

No. Of Positions

1

Department

 

Operations

Function

Customer Care (CS)

Reporting to

 

AVP – Customer Care

Band

4B

Location

 

Gurugram

Team Size

 

What this person is expected to do:

  • Understand the overall customer care and CX landscape for Max Life – all functions, processes, teams involved
  • Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics tracked – and set aspirational targets on these metrics
  • Chart the strategic roadmap (initiatives, along with the function heads) for the function to deliver on these targets
  • Manage and drive the various processes within customer care (email desk, grievances, escalations, helpline)
  • 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:
  • Culture Building and Communication within the team
  • 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

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:

    • Minimum educational qualifications: Graduate; MBA preferred
    • Sharp analytical skills and strong communication skills
    • Overall 9+ years of experience; at least 3 years in a customer services or related functional role in the financial services industry. Insurance experience (in India) preferred.

 

Knowledge and skills required:

  • Comfortable with MS Excel and Powerpoint – documenting ideas and presenting updates via these tools is a big part of any job, including this
  • Good Analytical skills.
  • Strong interpersonal skills to drive organization objectives through cross functional teams.
  • Target and process orientation
  • Program management