Assistant Vice President - Operations
Axis Max Life Insurance (company site, opens in a new tab)15+ yrsRemoteDirect career pageEst. 30–50 LPA
Posted on 14 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead omni-channel customer service delivery across helpline, email, chat, and digital channels including WhatsApp and web self-service.
- Manage a large operation of 150+ FTE and vendor teams focusing on performance, productivity, and service quality.
- Own end-to-end complaints and grievances process including investigation, closure communication, escalation governance, and regulatory reporting.
Minimum Requirements
- ~15 years of progressive experience in customer service operations leadership within Life insurance, BFSI, or Fintech sectors.
- Experience managing large-scale operations with strong vendor governance.
- Strong knowledge of omni-channel servicing and digital enablement in operations.
- Post-graduate degree required; MBA preferred.
Ideal Candidate Profile
- Experienced in omni-channel transformation including WhatsApp, chatbot, IVR, and self-service channels.
- Skilled in complaints governance and regulatory reporting with a data-driven and customer-first approach.
- Capable of fostering strong stakeholder relationships and driving operational excellence through process improvement and analytics.