Job Description

aAbout 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 itsoperations 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 atWe Stand for:CaringA 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.CollaborationA 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 win-win partnerships within & outside teams through inspired cooperation and teamwork.Customer ObessionA 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 MindsetAn 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 LeadershipA 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."Career OpportunitiesJob Code: IJP-Executive Customer Engagement Date of Posting: 27-Jun-20PositionExecutive - Customer EngagementNo. of Positions1DepartmentCustomer EngagementFunctionCustomer EngagementReporting toSr. Manager - Customer EngagementBand5LocationAPC Chennai 2Last date of submission30-Jun-20Key Responsibilities:

• Managing office administration assets and upkeep of the same.
• Agents Contracting
• New Business Processing
• Banking of Initial & Renewal Premium
• Managing Petty cash & vendor payments
• Retention of Surrender Requests
• Execution of all Service Requests - Post Policy Issuance
• Reverting on customer queries and complaints
• Maintaining high NPS Scores
• Life and Health Claims processing
• Handling compliance issues.
• Audit Rating

Measure of Success:

• Service to Delight- 3Days
• Customer Engagement - 70%
• Surrender Retention - 68%
• NPS-85
• 100% Banking with 24 hours.
• Vendor payment TAT should be

10 days * Surrender Requests1% * 100 % Accuracy of POS requests

• 100 % Accuracy of Customer service
• Zero Day upload of POS & Claims Docs in FTP server.
• Audit rating 2

Desired qualifications and experience:

• Graduate / Post-Graduate in any discipline.
• 2-3 years experience handling front end customer services
• Knowledge of service quality is required

Knowledge and skills required:

• Must be highly customer centric
• Excellent communication skills
• Good co-ordination skills
• Data management on Excel should be good

Max Life Insurance