Branch Operations and Service Manager

PRINCIPAL ACCOUNTABILITIES:

1. Operations Planning and Control

• Understand the business strategy of the organization and guide team in designing processes / systems to complement the strategy
• Work along with the superior to plan operations project to enhance business efficiency, strengthen process governance, and develop stronger support systems to drive compliance to organization and different statutory guidelines
• Allocate work within the team and establish SLAs / TATs for different work processes in lines with the organization guidelines; establish review mechanism for the team

1. Operations Management and Review
   • Guide team to ensure operational processes are made in lines with the established SLAs / TATs
   • Manage and increase effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions
   • Automation of processes to drive efficiency and productivity
   • Ensure completion of projects within timeline and ensure quality projects are undertaken
   • Ensure that the policy documents are sent to customer within the set SLAs
   • Track KPIs / analytics across the team to identify issues; understand concerns and act to resolve them

• Identify opportunities to improve process efficiencies and serve the customers better (such as conducting cost-benefit analysis, obtaining buy-in and driving implementation of different services self-service portals for customers and sales teams in coordination with IT and other functional teams)
• Handle all escalations routed through the hierarchy, pertaining to Operations as well as HR issues
• Drive audit for the centralized operations across the organization; share report with the superior and chalk-out plan of action for improvement of processes, training, and follow-up action

1. Process Leader for PAN India (end to end)

• Lead pre-policy health check-up process
• Lead group health policy issuance & management
• Lead health claims reimbursement scanning and inwarding prcoesses
• Lead and drive the entire Policy Printing, Dispatch Management (both physical and digital)
• Lead the entire Renewal Notice, Dispatch Management (both physical and digital)
• Lead all technical requirements related to policy and renewal notices
• Ensure the No Claim Bonus ("NCB") Communication & Recoveries process is adhered as per agreed norms

1. Stakeholder Management

• Coordination with multiple functions / business functions to ensure service delivery
• Attending and organizing interactions with IT, HAT, Finance, Legal, Compliance, business leaders / other stakeholders regularly
• Guide team in collaborating with different functions and drive synergy in business operations; direct team to offer support within the SLAs / TATs or escalate critical issues / concerns in a timely manner
• Work along with different business heads to find targeted solutions to issues (liaising with Finance teams for Stamp Duty payments, NCV check validation, etc.); suggest ideas for making operational processes
• easy and transparent to drive business efficiency; take buy-in from different business teams and guide team to work towards implementation
• Guide team in ensure that filing approval with IRDA has been done for all new product launch before 90 days
• Direct team to establish professional relationships with business vendors, ensuring services are delivered within the committed timelines; take stock of issues / concerns and resolve them in an effective manner
• Team Development and Engagement
  • Establish individual performance expectations and evaluation metrics, and regularly review individual performance
  • Share information regarding business and key developments with the team proactively; guide them in utilizing their skills in the best possible manner
  • Team motivation and optimization, taking care of team s training requirements
  • Ensure reward and recognition for the team to promote meritocracy within team
  • Identify talent, Lead and develop second line managers for future
  • Understand team grievances and guide for their effective resolution
• Identify and create development opportunities for team members to enhance functional knowledge

Educational Qualifications:

1. Qualifications

Masters in Business Administration

1. Work Experience

• 10 years of experience in general insurance industry and working with different products / teams
• Understanding of IRDAI, other regulations
• Strong project management experience
• Strong experience in managing large teams; driving people motivation and engagement