Siddharth Kaushik
Product Management | GenAI & Data-Driven Insights | Customer Experience Leader
- Role
- Senior Manager Business Operations at Axis Max Life Insurance Limited
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Siddharth Kaushik
Product CX Leader with 4 years of experience in driving digital transformation, AI-led…
Experience
Senior Manager Business Operations
Axis Max Life Insurance Limited
Apr 2025 — Present · Gurugram, IN
I’ve joined Axis Max Life Insurance as Senior Manager – Operations.• Directed CX Automation initiatives using GenAI (OpenAI API, Vertex AI) to deliver omni-channel RCA bots, FAQs, and auto-replies; refined first-response time by 17%.• Automated company-initiated payouts (refunds, maturity, failed credits) by integrating Ops Finance–Vendor systems; reduced exception cases by 12% and advanced reconciliation efficiency.• Directed operation Control Tower to track, classify, and close 97% of service grievances & CEO escalations across policy servicing, premiums, payouts, and cancellations; decreased Grievance Incidence Ratio from 14 to 11 in 3 months.• Conducted market conduct analysis on mis-selling and freelook cancellations; prepared actionable insights and reports for CTO and Compliance teams.• Designed and executed A/B tests and NPS experiments to optimize customer journeys and enhance customer experience.
Education
GLA University
Bachelor of Business Administration
2016 — 2019
Management Development Institute Murshidabad
PGDM
2020 — 2022
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