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Axis Max Life Insurance
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256 Axis Max Life Insurance Jobs
Assistant Manager - Policy Issuance
4-6 years
₹ 4 - 6L/yr (AmbitionBox estimate)
Gurgaon / Gurugram
1 vacancy
Assistant Manager - Policy Issuance
Axis Max Life Insurance
posted 15hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Monitor inbound call quality, customer interactions, and adherence to service-level agreements. Supervise and support inbound call centre, ensuring adherence to performance standards. Ensure regular training and process updates to call centre team.
- Manage daily team operations, including agent attendance, shift scheduling, and workflow assignments.
- WIP Management and improvement of Issuance and GO Actionable Resolution TATs.
- Liaison with other support units at Home Office (such as PI, UW, IT, Sales promotion etc) to ensure that all operational issues /help items pertaining to issuance resolved.
- Conduct team huddles and provide real-time updates on process changes and performance metrics. Trainings of Front End callers team, callers on various UW/PI guidelines and any updates.
- Identify areas for process improvement and implement strategies to enhance efficiency and customer satisfaction. Coordinate with stakeholders to fine-tune Interactive Voice Call (IVC) workflows and integrate automation or CRM updates.
- Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics. Ensure strict compliance with company policies, legal requirements, and industry standards.
- Business Number Reporting
- Generate daily, weekly, and monthly reports on call volume, agent performance, and key metrics.
- Data reconciliation (Call Volume/ Average Handling Time (AHT)/ First Call Resolution (FCR)/ Agent Utilization
- MIS / Dash boarding. Analyze historical data to predict call volumes, peak hours, and staffing needs.
- Formulation / EXL expertise Quality Score/ Calls Handled per Agent/ Repeat Calls (%).Peak Call Hours
- Expertise in PPT creation and reviews
- Graduate
- 4-6 years of experience in a call center environment, with at least 2 years in a supervisory or managerial role
- Experience of branch Operations and / or Customer acquisition process preferably in Insurance, banking, telecom or MNC service companies.
- Flexible to adapt to dynamic call center environments and manage last-minute operational changes.
- Maintain AHT within defined SLA limits/ Resolve 85-90% of customer queries on the first interaction.
- Consistent improvement in Issuance.
- Improvement in NB process.
- Business Number Reporting
- 100% adherence to deadlines for delivering daily, weekly, and monthly reports.
- Knowledge of PI and UW
- WIP management
- Communication Skills
- Stakeholder Management
- Expertise in Systems like MS Office (Excel, word, ppt etc)
- MIS Dashboards
Employment Type: Full Time, Permanent
Read full job descriptionAxis Max Life Insurance Interview Questions & Tips
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What people at Axis Max Life Insurance are saying
Rating based on 270 Assistant Manager
reviews
Anonymous · BFSI, Investments & Trading
in New Delhi
Good organisation Good culture Customer satisfaction Client services Great environment
- Salary - Excellent
Everything good Dekkfllf Jfkopspfkjf Hsjkdkfllflf Jdkkflfl Jjkopspdf
Assistant Manager salary at Axis Max Life Insurance
What Axis Max Life Insurance employees are saying about work life
Axis Max Life Insurance Benefits
Job Training 
Soft Skill Training 
Health Insurance 
Work From Home 
Team Outings 
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