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 |
Position | Manager- Market Conduct & Customer obsession | Incumbent | |
Department | Agency | Function | Agency Enablement |
Reporting to | AVP Market Conduct & Customer obsession | Band | 5 |
Location | Gurgaon 90A | Team size (D/I) | Independent |
JOB SUMMARY: To ensure high levels of customer retention and satisfaction by managing policy persistency overseeing freelook cancellations and addressing misselling grievances in alignment with regulatory and organizational standards. |
Key Actionable 1. Persistency Management - Monitor and improve persistency ratios across all channels (Agency Bancassurance Direct etc.).
- Analyze lapse trends and develop targeted interventions to improve renewal rates.
- Collaborate with sales and operations teams to drive persistency-focused campaigns.
- Track advisor and branch-level performance and provide feedback for improvement.
2. Freelook Cancellation Oversight - Monitor freelook cancellation volumes and reasons across channels.
- Identify patterns indicating potential misselling or customer dissatisfaction.
- Work with product and sales teams to address root causes and reduce freelook rates.
- Ensure timely processing of freelook requests in compliance with IRDAI guidelines.
3. Misselling Grievance Management - Investigate and resolve customer complaints related to misselling.
- Liaise with internal stakeholders (Sales Legal Compliance) to assess and close cases.
- Maintain detailed documentation and audit trails for all grievance cases.
- Ensure regulatory reporting and adherence to IRDAI grievance redressal norms.
4. Customer Communication & Education - Design and implement customer education initiatives to reduce grievances.
- Develop content for renewal reminders policy benefits and complaint resolution.
- Support proactive outreach to customers at risk of lapsing or cancelling policies.
5. Reporting & Analytics - Prepare dashboards and MIS reports for senior management and regulators.
- Track KPIs such as persistency ratios freelook rates grievance resolution TATs.
Use analytics to identify high-risk segments and recommend corrective actions.
| Key Performance Indicators (KPIs): - Persistency improvement across key milestones (13th 25th 37th 49th month).
- Reduction in freelook cancellations and misselling complaints.
- Grievance resolution turnaround time (TAT) and customer satisfaction scores.
- Compliance with regulatory norms and internal audit standards.
Qualifications & Experience: - Graduate/Postgraduate in Business Finance Insurance or related field.
- 510 years of experience in insurance operations customer service or compliance.
- Strong understanding of IRDAI regulations and grievance redressal mechanisms.
- Excellent communication analytical and stakeholder management skills.
|
Required Experience:
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: 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 |
Position | Manager- Market Conduct & Customer obsession | Incumbent | |
Department | Agency | Function | Agency Enablement |
Reporting to | AVP Market Conduct & Customer obsession | Band | 5 |
Location | Gurgaon 90A | Team size (D/I) | Independent |
JOB SUMMARY: To ensure high levels of customer retention and satisfaction by managing policy persistency overseeing freelook cancellations and addressing misselling grievances in alignment with regulatory and organizational standards. |
Key Actionable 1. Persistency Management - Monitor and improve persistency ratios across all channels (Agency Bancassurance Direct etc.).
- Analyze lapse trends and develop targeted interventions to improve renewal rates.
- Collaborate with sales and operations teams to drive persistency-focused campaigns.
- Track advisor and branch-level performance and provide feedback for improvement.
2. Freelook Cancellation Oversight - Monitor freelook cancellation volumes and reasons across channels.
- Identify patterns indicating potential misselling or customer dissatisfaction.
- Work with product and sales teams to address root causes and reduce freelook rates.
- Ensure timely processing of freelook requests in compliance with IRDAI guidelines.
3. Misselling Grievance Management - Investigate and resolve customer complaints related to misselling.
- Liaise with internal stakeholders (Sales Legal Compliance) to assess and close cases.
- Maintain detailed documentation and audit trails for all grievance cases.
- Ensure regulatory reporting and adherence to IRDAI grievance redressal norms.
4. Customer Communication & Education - Design and implement customer education initiatives to reduce grievances.
- Develop content for renewal reminders policy benefits and complaint resolution.
- Support proactive outreach to customers at risk of lapsing or cancelling policies.
5. Reporting & Analytics - Prepare dashboards and MIS reports for senior management and regulators.
- Track KPIs such as persistency ratios freelook rates grievance resolution TATs.
Use analytics to identify high-risk segments and recommend corrective actions.
| Key Performance Indicators (KPIs): - Persistency improvement across key milestones (13th 25th 37th 49th month).
- Reduction in freelook cancellations and misselling complaints.
- Grievance resolution turnaround time (TAT) and customer satisfaction scores.
- Compliance with regulatory norms and internal audit standards.
Qualifications & Experience: - Graduate/Postgraduate in Business Finance Insurance or related field.
- 510 years of experience in insurance operations customer service or compliance.
- Strong understanding of IRDAI regulations and grievance redressal mechanisms.
- Excellent communication analytical and stakeholder management skills.
|
Required Experience:
Manager
View more
View less
Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
