Assistant Manager - Customer Service
Assistant Manager - Customer Service
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Job Description
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. 16184 crore. As on 31st March 2020 the Company had Rs. 68471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913660 crore.
For more information please visit the Companys website at
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 organizations 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 peoples 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
Career Opportunities
Position
Assistant Manager - Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurgaon - HO
Key Responsibilities:
Resolution of Queries:
Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreements
Ensure adherence to documented processes procedures and controls
Liaise with other support units in Home Office (such as Operations Products Actuaries Finance Admin IT) to ensure that all local queries/complaints are resolved
Ensure follow up with customers / Agents to ensure complete satisfaction
Publish MIS and Dashboards
Data Analysis:
Help in Root cause analysis of Queries / Complaints received
Strictly follow the Escalation Matrix
Measure of Success:
Customer satisfaction scores
Agent satisfaction scores
TAT of Customer/Agent query resolution as per definedSLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 2-3 years experience in Operations / Customer Care
The applicant should have Good English & Hindi speaking skills a keen interest in the Internet and strong working knowledge of computers
Knowledge and skills required:
Customer centricity
Good communication skills
Basic computer skills
Required Experience:
Manager
Employment Type
Full Time
