Senior Manager Customer Experience

Gurgaon - India

Monthly Salary: Not Disclosed

Posted on: 28-10-2025

Vacancies: 1 Vacancy

Job Summary

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.

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.

1015 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.

Required Experience:

Senior Manager

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 lif...

About Max Life Insurance:

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

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.