Max Life Insurance - Vice President - Customer Strategy Lead

Job Summary : 

- This role is intended to be the prime mover for the organization to achieve overall business growth and profitability, transform processes to make them efficient, incubate new segments and programs, and build the innovation and customer obsession agenda. The role will include leading projects of organizational importance within the incubation cell as a part of the CCO's office. The arrival point is shaping them into regular processes on - build, operate and govern- mode and work as internal challenger to the customer agenda across the business

Some of the specific areas that this role is supposed to contribute to are :

- Provide strategic and analytical support to the CEO and CCO by regularly tracking customer KPIs, performing diagnostics on problem areas, and working with relevant teams to problem-solve

- Working with functional teams to experience and identify breakages in the customer journeys and identify improvement areas

- Support - customer obsession- agenda for the organization aimed at transforming customer experience, culture, and strategy aspects in our business- Take responsibility of delivering program KPIs

- Governance help to CCO for forums such as customer working group, CEO Customer forums, and board customer councils

- Stakeholder Management: Partner with CFTs to program manage key customer initiatives in the organization and, continually assess impact and adherence to timelines of these initiatives

- The role will require substantial intersection management and collaboration with internal customers as well as external customers and partners

Key Responsibilities :

Strategic support to the CMO/COO/CCO:

- Work with the cross functional teams to ensure comprehensive, regular and active tracking of all important KPIs for the customer obsession agenda function, as part of the organization dashboard.

- Assess the overall operations function performance (against historical, target, as well as competition numbers) and identify problem areas with a focus on customer agenda.

- Deep-dive identified areas to get actionable insights; Prepare action plans (to resolve identified issues) and program manage these initiatives as part of the regular operations and transformation governance forums.

Build new capabilities - in sighting for white spaces and measurability of customer obsession agenda

- Comprehensive research and discussions with market players as well as consulting firms to develop Max Life's POV / approach leveraging consumer / customer insights

- Program manage the execution of the agreed project plan and ensure delivery on agreed timelines.

Develop the Customer obsession agenda :

- Support the development of the customer centricity agenda by helping with detailed analysis on relevant areas (depending on which area/journey is being worked on), creation of required discussion materials for required forums such as the customer working group forum and customer council, and working with various functional SPOCs to regularly experience the various customer journeys to identify breakages and improvement areas.

General expectations w.r.t the role:

- Formulate strategic options, evaluate selected options and make recommendations on decisions involving investments or decisions, comprehensively to senior management along with program leaders

- Bring an outside in perspective to the business problem. Use networks within and outside of the industry to learn best practices and evaluate how they can be used and applied to Max Life's business problems

- Performance Management and development of the team members

Measures Of Success :

- Visible improvement in key customer metrics such as RNPS, overall NPS, persistency, renewal income, issuance TATs, clear case rates, grievance counts, etc.

- Be a constant force of change and innovation for the organization, challenging status quo and bringing new ideas for testing and incubation

- Successful archival of knowledge and dissemination of it across business functions

- Positive feedback and appreciation from business owners and decision makers