Assistant Vice President - Market Conduct & Customer Obsession at maxlifeins

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

26 Mar, 26

Salary

0.0

Posted On

26 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Market Conduct, Customer Obsession, Persistency Management, Grievance Management, Data Analytics, Collaboration, People Leadership, Problem Solving, Communication, Planning, Organizing, Customer Centricity, Life Insurance, Stakeholder Management, Regulatory Compliance, Training

Industry

Insurance

Description

Position AVP – Market Conduct and customer obsession Department Partnerships Function - Partnership Enablement Reporting to CVP Partnership Enablement Band 3 Location Gurgaon – Home Office Team size 3 About 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 its operations 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 at www.maxlifeinsurance.com We Stand for: Caring A 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. Collaboration A 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 Obession A 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 Mindset An 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 Leadership A 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." KEY RESPONSIBILITIES: PERSISTENCY MANAGEMENT: Lead and drive 13th and 25th month persistency agenda for the channel by engaging and working closely with Zonal/regional leadership for the channel to enhance collection rates. Drive 0-60 days’ collection rates for better persistency management. Proactively identify and deploy corrective/preventive measures to improve persistency across different cohorts not limited to seller segment, line of business, Ticket size.etc. Drive ECS/eNACH adoption for cases during issuance and where customer deactivates the existing ECS. Act as bridge between field/partner and HO by collaborating with the central persistency team and call centre teams to improve collections. Identify key customer touchpoints such as sales meeting, documentation, underwriting, anniversaries, claim management and develop wow experience for customer to improve persistency. FREELOOK CANCELLATION Deploy initiative to improve freelook retention. Collaborate with relevant stakeholder at HO & Field to drive freelook retention within 48 hrs. Work closely with internal assurance team to drive consequence management. GRIEVANCE Build a comprehensive understanding of our strategic goals on customer outcomes, processes involved, metrics in the field. Chart the strategic roadmap to reduce GIR with the channel. Proactively identify gaps and recommend remediation’s and track for timely closure of agreed solutions. OVERALL Initiate and execute all the required activities of the insurer relating to policyholder services, sales process, seller market conduct and complaint management. Partner Management – Provide strategic insights, suggest improvement initiatives, Fulfil partner request Ensure fulfilment of regulatory requirement like seller licencing etc. Build strong governance rhythms with different stakeholders across hierarches to drive the desired outcomes Bring the industry best practice to improve the persistency, Freelook cancellation and GIR etc. Develop and deploy early warning indicators to identify potential drop collections, rise in FLC inflow. Use data analytics to identify cohorts of troublesome geographies to propose corrective actions Collaborate with training team to create required awareness and education on market conduct. MEASURE OF SUCCESS Persistency – increasing persistency to industry best level Freelook Retention – increase in freelook retention ratios. Timely delivery project rollout in field KEY COMPETENCIES Sound knowledge of life insurance/banking operations model and specifically operations processes such as persistency, FLC etc. Ability to express ideas clearly and persuasively Effectiveness in planning and organizing activities Intra organization skills: Ability to work together with all stakeholder involved, flexibility in taking feedback and modifying approach. DESIRED QUALIFICATION AND EXPERIENCE At least 5-7 years of experience in life insurance preferably in similar role Result oriented, customer centricity Master of business administration or equivalent

Responsibilities

The role involves leading persistency management initiatives, improving freelook retention, and managing grievances to enhance customer outcomes. It also includes collaborating with various stakeholders to ensure compliance and improve overall policyholder services.