Max Life Insurance - Manager - Quality - PMO

Manager - Quality (PMO)

KEY RESPONSIBILITIES : Research, Insighting & Program Management

1. Customer, Distributor And Employee 360

A. Customer Research, Insighting, And Benchmarking

- Align with Max Life listening programs - and ensure capture of all Customer VOC at agreed frequency - to be fed into overall Listening Analysis

- Include other listening tools such as Qualitative interviews, data analysis to conduct in-depth Customer In-sighting to make a holistic Customer Listening program.

- Implement and conduct internal VOC programs for Employee satisfaction.

- Conduct other researches like Mystery shopping across channels to check adherence of sellers to selling terms.

- Support business teams by conducting other Adhoc analysis to further explore the Life Insurance category, sellers and customers view.

- Create and present a 360-degree view of the Customer, Employee, and Distributor

LISTENING POST - Customer and Distributor satisfaction and loyalty :

- Managing daily tracking of deliverables within Max Life across all functions and departments as well as with MR Agency

- Managing end to end monthly Customer transaction assessment of (CTA) 12 Key processes

- Manage Distributor Transaction Assessment (DTA) for Agency and Axis and ensure timeliness of reporting

- Ensure quality of the field work by regular visits, calls listening and tracking of the field work

- Dissemination and action planning for all CTA processes and DTA as planned

- Conduct annual CRA & DRA right from Questionnaire closure with leaders to Closely monitor daily, weekly, monthly performance of the partner with respect to agreed terms and timelines. Monitor closure of all action items from their side

- At the end of each cycle have a "learning's evaluation session" with the partner to identify improvement opportunities and best practices - to feed into the next cycle

- Dissemination and action planning

PROGRAM MANAGEMENT :

A. Training :

- Facilitate Six Sigma GB and Maximizer training

- Ensure implementation of various Quality training programs in your assigned functions e.g. Champions Workshop, MPEF, ISO etc

Internal & External Awards :

- End to end coordination of all internal and external awards related to quality.

- Manage internal Project of the year and ensure timely planning and execution.

- Evaluate new area to apply and plan accordingly.

- Create a process note on awards to standardize the process and manage to update

Key competencies/skills required :

- Research and analytics experience

- Experience in customer and seller listening

- Excellent communication skills (Oral & Written)

- Strong intersection management and relationship building capabilities

- Proficient in Microsoft Word, Excel & PowerPoint skills.

- Facilitation and interpersonal skills

- Project management skills

Desired qualification and experience :

- MBA with 4-5 years experience with at least 2 years in research, analytics, process documentation, process audits and leading or Facilitating Quality improvement projects