Chief Manager-Customer Engagement (PMO & Strategy)

JOB SUMMARY

The role involves leading end-to-end digital project delivery for Axis Bank, ensuring seamless coordination across business, operations, technology, and compliance teams. The position requires designing scalable, operations-led solutions aligned with technology architecture, managing testing cycles, and enabling distribution for revenue-driven initiatives. Key responsibilities include regulatory and tech compliance management, cross-functional alignment, and stakeholder engagement. The role also focuses on driving businesstech collaboration to create robust digital insurance journeys, overseeing strategic updates, and supporting content creation for governance committees. Strong project leadership, operational expertise, and the ability to navigate complex stakeholder environments are essential.

KEY RESPONSIBILITIES

End-to-End Project Leadership: Lead Axis Bank digital projects from initiation to deployment to hypercare, ensuring seamless coordination between business, operations, digital, and technology teams.

Operations-Led Solutioning: Design and refine operational processes by aligning them with technology architecture. Ensure that all proposed solutions are practical, scalable, and compliant with operational guidelines.

Cross-Functional Alignment: Navigate and drive diverse teamsmarketing, legal, compliance, distribution, operations, and technologytoward a unified project goal.

Testing & Sanity Checks: Oversee testing cycles along with Policy Issuance from the operations side, including UAT, sanity checks, and end-to-end validation to ensure operational readiness.

Distribution Enablement: Work closely with the distribution team to operationally enable and support revenue and growth-oriented digital initiatives.

Regulatory & Tech Compliance Management: Manage day-to-day queries related to technology, compliance, and business operationssuch as filings and documentation of CMC queries, and compliance submissions.

BusinessTech Collaboration: Partner with digital tech channel and business teams to co-create solutions that marry business needs with strong tech architecture while ensuring operational adherence.

Stakeholder Management: Build relationships with internal and external stakeholders; facilitate smooth communication and accountability across teams.

Strategy & Tech Updates: Collaborate regularly with tech teams on strategic updates and ongoing enhancements to digital banking insurance journeys. Work with CET Head on Bank GC content creation and other bank updates

Measures of Success

• 100% adherence to project timelines from initiation to hypercare
• Successful deployment of digital projects with zero major post-launch issues.
• Reduction in process gaps or manual interventions through operations-led solutioning.
• Compliance adherence rate at 100% for all operational processes.
• Positive stakeholder feedback score from business, tech, and distribution teams.
• Number of projects delivered with cross-functional alignment without escalation.
• Ensuring completion of all sanity checks and validations within agreed timelines.
• Timely closure of CMC queries within SLA.
• Regular delivery of strategic inputs and enhancements for digital journeys.

Desired qualification and experience

Strong project management and cross-functional leadership capabilities

Solid understanding of Insurance systems, operations, and compliance

Ability to translate business and operations requirements into practical tech-enabled processes

Excellent communication, stakeholder management, and problem-solving skills

Experience in Insurance, fintech, or digital transformation preferred

Graduate / Post Graduate in Management

Must have a minimum of 12+ years of experience