Position : AVP - ECom Ops Department : Ecomm Ops Reporting to : SVP- CS, Ecomm Ops &amp; FOPS Location : Gurgaon JOB SUMMARY : Digital Operations team manages customer on boarding and servicing for all the customers who buy Max Life offerings via digital assets of max life or its partners. AVP Ecom is the lynchpin who is responsible for managing customer on-boarding, servicing and experience of the customers acquired through digital assets as well as help in formulation and execution of Max life's digital strategy. He/She will be responsible for e-commerce fulfillment end to end, from premium payment to issuance of the policy, directly &amp; through aggregators, Planning &amp; Budgeting and compliance. Should also drive digital solutions for customer service enabling remote access for the customers. KEY RESPONSIBILITIES : - Responsible for e commerce fulfillment and end to end funnel management from payment to issuance and customer service including assistance to all customers sourced. This is more than a shared task with digital business because it involves conversion of the applied business to issuance, directly or through aggregators, for document collection, medical completion and issuance, within the committed SLA. - Be a change leader to drive and manage ~75% growth on plan YOY and meet channel forecast and VNB targets every month by ensuring timely conversion of business and reduction of controllable business leakage. - Compliance to all regulations and AML/KYC adherence and adherence to Distance marketing guidelines applicable in fulfillment. - Responsible for getting the eCommerce channel life and health policies underwritten correctly and meeting mortality control targets through a cross functional team of 12-18 senior underwriters. - Responsible for the direction and coordination with Customers, Underwriting, Marketing, Medical TPA, Aggregators (Policy Bazaar etc), Finance &amp; IT and Sales call center. - Responsible for implementing digital solutions to meet the changing needs of online customers and designing the customer service program for transition to self help on remote access from assisted voice/email. - Define outbound customer calling program for Silaris (BP for eComm fulfillment) including definition of service standards and service measurements metrics in all areas of customer service. Evaluate &amp; Implement best practices to achieve cost reduction &amp; simplification of customer experience. Production management &amp; Planning : - Proactive production planning, staffing, training and quality monitoring of outbound calling, inbound calling and email teams - Manage and bring down customer escalations - Guide solutioning &amp; business requirement documentation process for Ecomm Ops - Monitor Vendor Management and partner with them to drive productivity and improvement agenda - Drive Frictionless adoption in production - Closely work with Underwriting and other stakeholders to enhance customer and distributor experience Cross functional Management : - Alignment on production targets with business and underwriting teams - Support digitization efforts by working closely with IT, Digital product Mgt and marketing - Relationship management with Web Aggregators, Agency and Bank partners Compliance &amp; Audit : - Strict Adherence to IRDA regulations and internal guidelines - Maintain audit readiness for the Ecomm Ops Team management : - Goal setting and monitoring for the production team - Performance monitoring, feedback and development - Retention of team members Desired qualification and experience : - MBA with experience in managing operations and customer service units - Business planning and forecasting - Call centre management experience will be strong positive - Experience in financial services industry preferred Measures of Success : - Reduce Grievance incidence rate from to 20 per 10K policies (P) - Improve applied conversion to issuance 80% (Native) - Improve TAT policy issuance: from 11 to 8 days (P) - Annual business plan: 74 cr, 75% YOY growth, Industry Position : No. 2, 20% share of company VNB (S) - Regular and accurate production planning - Overall issuance as per the matrix agreed for FY 19 - Reduction in complaints and cancellations by 25% from FY 18 exit state - Quality scores of calling and email processes - Audit rating of 2. Key Relationships (Internal /External) Internal : - Digital CoE /IT - Field Operations/Fulfillment - Finance - Web Aggregators External : - Web Aggregators - Competition - Vendors

Gurgaon/Gurugram

Max Life Insurance - AVP - eCommerce Operations 

Max Life Insurance - AVP - eCommerce Operations  ,Job Description for Max Life Insurance - AVP - eCommerce Operations  in Max Life Insurance in  Gurgaon/Gurugram for (12-15) years of experience. Apply Now!

Job Description for Max Life Insurance - AVP - eCommerce Operations  in Max Life Insurance in  Gurgaon/Gurugram for (12-15) years of experience. Apply Now!