Chief Manager-Customer Engagement; PMO & Strategy

Position: 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 business–tech 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 teams—marketing, legal, compliance, distribution, operations, and technology—toward 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 operations—such as filings and documentation of CMC queries, and compliance submissions.

· Business–Tech

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