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    • Senior Manager – Customer experience - Gurgaon - Max Life Insurance Company Limited

    Max Life Insurance Company Limited
    Max Life Insurance Company Limited Gurgaon

    1 month ago

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    Description

    Job Description

    The ideal candidate will provide strategic support to function heads on key projects and initiatives in the area of customer service, engagement, and fulfillment.

    This role involves working closely with function heads to own specific initiatives and collaborating with cross-functional teams to deliver results. The successful candidate will also bring a customer-centric perspective to key customer journeys and manage communication-related issues.

    A key expectation is to partner with senior management to develop and implement a customer-centricity roadmap and reduce customer concerns. Additionally, this role will involve identifying gaps and working with other teams to close process and technical items.

    The selected candidate will formulate proactive strategic options, evaluate them, and make recommendations to senior management. They will also bring an outside-in perspective to business problems by leveraging networks within and outside the industry to learn best practices and apply them to Max Life's business challenges.

    Key Responsibilities:

    • Strategic support to function heads on key projects/journeys in customer service, engagement, and fulfillment
    • Work with function heads to own specific initiatives and collaborate with cross-functional teams to deliver results
    • Bring a customer-centric perspective to key customer journeys and manage communication-related issues
    • Partner with senior management to develop and implement a customer-centricity roadmap and reduce customer concerns
    • Identify gaps and work with other teams to close process and technical items

    Measures of Success:

    • Visible improvement in key fulfillment/customer metrics such as customer concerns, NPS, TATs, self-service, offline transactions, grievance counts, etc.
    • Be a constant force of change and innovation for the organization, challenging the status quo and bringing new ideas for testing and incubation
    • Successful archival of knowledge and dissemination of it across business functions
    • Positive feedback and appreciation from business owners and decision makers

    Requirements:

    • 4-6 years of experience in customer experience, digital, corporate strategy roles for large businesses or engagement managers in top-tier consulting firms
    • Preference for candidates with an MBA from a tier 1 business school with excellent academic credentials or prior customer experience/digital experience
    • Ability to work with cross-functional teams; strong networking and interpersonal skills
    • Detail-oriented, organized, critical thinker with strong work ethics
    • Excellent communication skills and a thoughtful, persuasive personal style
    • Self-starters comfortable in a project-oriented environment and able to handle large cross-functional projects
    • Ability to influence key stakeholders and operational owners through well-articulated strategies backed up with metric-driven value statements
    • Analytical skills and judgment to solve problems with limited information at hand by learning and using statistical tools and logics
    • Ability to develop, test, and validate hypotheses; competent in analyzing both quantitative and qualitative data

    Desired Qualifications:

    Management graduates from tier 1 business schools or 4-6 years of experience in customer experience kind of profile or 5-6 years of experience in similar roles. Presently should be in corporate strategy roles/customer experience for large businesses, engagement managers in top-tier consulting firms. Life insurance experience a plus but not mandatory.

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