Job Description

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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. 16,184 crore. As on 31st March 2020, the Company had Rs. 68,471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913,660 crore.

For more information, please visit the Company\'s 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 organization\'s ask. A leader who addresses challenges with a solution oriented approach to create \xe2\x80\x9cwin-win\xe2\x80\x9d 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 people\'s 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."

Key Responsibilities:

\xc3\x9c Resolution of Queries:

\xc3\x98 Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement\'s

\xc3\x98 Ensure adherence to documented processes, procedures and controls

\xc3\x98 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

\xc3\x98 Ensure follow up with customers / Agents to ensure complete satisfaction

\xc3\x98 Publish MIS and Dashboards

\xc3\x9c Data Analysis:

\xc3\x98 Help in Root cause analysis of Queries / Complaints received

\xc3\x98 Strictly follow the Escalation Matrix

Measure of Success:

\xc3\x98 Customer satisfaction scores

\xc3\x98 Agent satisfaction scores

\xc3\x98 TAT of Customer/Agent query resolution as per defined SLA

\xc3\x98 100% compliance to standards.

Desired qualifications and experience:

\xc3\x98 Graduate with 2-3 years\' experience in Operations / Customer Care

\xc3\x98 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:

\xc3\x98 Customer centricity

\xc3\x98 Good communication skills

\xc3\x98 Basic computer skills

Max Life Insurance