Sunil Singh
Assistant Vice President - Customer Retention focused on customer experience and digital innovation.
- Role
- Assistant Vice President - Customer Retention at Axis Max Life Insurance Limited
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sunil Singh
A results driven senior leader with over 19 years of experience across Insurance, NBFC…
Experience
Assistant Vice President - Customer Retention
Axis Max Life Insurance Limited
May 2023 — Present · Gurugram, IN
Leading a Cr renewal portfolio with 99% FY25 achievement; Persistency performance is on improving trajectory - Increased digital/automated collections to 93% by driving Autopay mandates and enabling digital payments- Pioneered the “Humanless Collections” initiative by leveraging BOTs, WhatsApp, and AI-driven engagement — delivering ₹1 Cr in annual cost savings. Additionally, institutionalized a Hybrid Call Center Model enabling customers to call back on the same number used for renewal reminders, significantly enhancing accessibility and self-service flexibility- Working closely with branch ops and call centre teams to drive surrender retention. Surrender -to-AUM ratio improved to 4.2% — best among peers- Exploring next-gen technologies like speech-to-text for sentiment analysis and implementing 100% automated call audits — driving improvements in customer experience (CX), compliance, and agent effectiveness- Focused on people development through job rotations, skip-level mentorship and succession planning.
Education
Sikkim Manipal Institute of Technology - SMU
B. Sc - IT, Computer Science
2001 — 2004
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