Assistant Vice President - Operations
Axis Max Life Insurance · Gurugram · onsite · Posted 37d ago
Undisclosed10–15 yrsfulltimeSourced from
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About this role
AVP - Customer Service Operations
Location - Gurgaon
About the Role
We are looking for a senior operations leader to drive omni-channel customer service delivery across assisted and digital channels. This role will lead large-scale service operations, strengthen customer experience outcomes, and own complaints & grievances end-to-end including regulatory reporting governance .
What You ll Do (Key Responsibilities)
- Lead omni-channel service delivery across helpline/email/chat and digital servicing channels (e.g., WhatsApp, chat, web self-service).
- Manage a 150+ headcount operation (combined FTE + vendor teams), driving performance, productivity, and service quality.
- Drive digital adoption and operational excellence by embedding digital journeys into servicing and improving resolution outcomes.
- Own complaints & grievances end-to-end , including investigation quality, closure communication, escalation governance, and regulatory reporting discipline .
- Partner with Compliance/Risk/Audit and cross-functional teams to ensure strong controls, audit readiness, and consistent customer outcomes.
- Build a high-performance, inclusive culture aligned to a Great Place to Work environment.
What Success Looks Like (Examples)
- Improved customer satisfaction, lesser customer complaints and complaint closure quality ( NPS, Customer Complaints, Quality Scores)
- Higher digital adoption / self-service usage and improved resolution efficiency
- Strong governance and timely, accurate regulatory reporting for grievances
- Consistent vendor performance and strong people outcomes (capability, engagement)
- Deliver on People Metrics ( Top Talent retention, Employee Engagement Scores, Capability building, Succession Planning)
What We re Looking For
- ~15 years of progressive experience in customer service operations leadership (Life insurance/ BFSI/Fintech)
- Proven track record of successfully leading large-scale operations with strong vendor governance
- Strong understanding of omni-channel servicing and digital enablement in operations
- Customer-first mindset with a focus on ease, speed, and simplicity in service.
- Proven capability in complaints/grievances governance and regulatory reporting rigor
- Strong stakeholder management and data-driven decision making
- Experience in omni-channel transformation (WhatsApp / chatbot / IVR / self-service)
- Exposure to process excellence / analytics / continuous improvement methods
Education
- Post-graduate (MBA preferred)
- CX/Design Thinking /Digital/Lean/Six Sigma/Analytics certifications are a plus.
Why Join Us
- Lead a strategic customer service function with significant business impact.
- Shape customer outcomes through operational excellence and disciplined execution.
- Work closely with senior leadership on enterprise-wide service and governance priorities.
- Build and develop high-performing teams while driving meaningful customer and business outcomes.
- Play a pivotal role in creating a best-in-class customer service organization.
Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecustomer satisfactiondigital adoptionChatbotCapability Buildingdesign thinkingbfsiomniAnalyticsCustomer ComplaintsNPSFintechEmployee Engagementoperationscompliance
About Axis Max Life Insurance
Axis Max Life Insurance
Insurance
24.9k+
employees
2000
26 years old
Gurgaon/Gurugram, Haryana
India
About
Axis Max Life Insurance, a leading life insurance company in India, offers a range of life insurance plans and policies to ensure Lifetime Protection.
Industries
Insurance
Employee ratings
7,213 reviews
4.0/ 5
Culture
3.9
Career growth
3.7
Work-life
3.9
Employees rate it well for
Work Culture730Salary399Work Environment380Work Life Balance337Senior Management327
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