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Assistant Manager - Customer Service

Axis Max Life Insurance

remote globalPosted Jul 15, 2026
Posting intelligenceActively listed

Skills

excel

About the role

Job Description

Career Opportunities

Position

Assistant Manager- Customer CareNo. of Positions1Department

OperationsFunctionCustomer ServiceLocation

Gurgaon – 90 CKey Responsibilities:Ü Resolution of Queries:

Ø Resolve all escalated complaints from Agent Advisor Customers within the defined Service Level Agreement’s

Ø Ensure adherence to documented processes, procedures and controls

Ø 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

Ø Ensure follow up with customers / Agents to ensure complete satisfaction

Ø Publish MIS and Dashboards

ÜData Analysis:

Ø Help in Root cause analysis of Queries / Complaints received

Ø Strictly follow the Escalation Matrix

Measure of Success:

Ø Customer satisfaction scores

Ø Agent satisfaction scores

Ø TAT of Customer/Agent query resolution as per definedSLA

Ø100% compliance to standards.

Desired qualifications and experience:

Ø Graduate with 2-3 years’ experience in Operations / Customer Care

Ø 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:

Key Responsibilities

Manage day-to-day customer service operations for insurance customers.

Handle customer queries, complaints, and escalations within defined TATs.

Ensure high levels of customer satisfaction and service excellence.

Coordinate with underwriting, claims, sales, and backend teams for resolution management.

Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.

Drive process improvements and operational efficiency initiatives.

Lead, mentor, and manage customer service teams.

Ensure compliance with regulatory and company guidelines.

Prepare MIS reports, dashboards, and management presentations.

Support digital transformation and customer experience enhancement initiatives.

Required Skills

Strong understanding of insurance operations and customer servicing

Excellent communication and stakeholder management skills

Team handling and people management experience

Escalation and grievance handling expertise

Analytical and problem-solving skills

Knowledge of service quality metrics and process improvement

Proficiency in MS Excel, PowerPoint, and reporting tools

Questions about this role

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