Associate Manager -Branch Operations

Job Description Branch Operations Associate Manager

About HDFC Life:

HDFC Life, one of Indias leading private life insurance companies, offers a range of individual and group insurance solutions. HDFC Life continues to have one of the widest reaches among new insurance companies with about 420+ branches in India touching customers in over 980+ cities and towns. Our long-stated strategy of balanced product mix, diversified distribution, continuous product innovation and re-imagining insurance through effective use of technology has enabled us to continue our journey despite the ever-changing external environment.

Purpose of the Job:

To ensure customer service and support all backend operation like NB, PS, Accounts Revival, and

Lead Generation and to track & increase Persistency and Revival UW.

Duties & Responsibilities:

• Customer Relationship and Services:
• Interacting with external and internal customers and addressing their queries,

requests and complaints

• Upfront complaint resolution & management
• New Business Processing:
• Handling end to end log ins & support sales in policy conversions
• Scrutiny of accepted New Business application forms & recording rejections
• Creation of client IDs and receipting of money
• Policy Servicing:
• Processing all policy servicing transactions and follow-up with HUB Operations for

same day processing and NAV allocation

• Refunds processing and dispatch
• Undelivered policy documents tracking and management
• Maintenance of all files and registers
• Minor alteration like COA (Change of Address)
• Answering queries on phone from Channel partner, FCs as well as customers
• Claims:
• Collecting documents from claimant/field visits to claimant, or other parties

involved like public hospitals, police station etc. (As and when case requires)

• Follow ups with Claims department for processing, decision and claim cheque

hand-over process

• Documentation: Maintaining and updating of all kinds of Reports like MINT, PEPPER

WONDERS, files and registers & updating customer s information

• Business Retention: To ensure business retention by averting lookins/withdrawal/

surrenders/premium reduction that also involves coordination with sales colleagues and

HUB

• Persistency/Revival: Revival calling for lapsed and paid-up policies for reinstatement that

frequently requires visiting customers place to convince them on reinstating policies

• Lead Generations:
• Generating leads and seeking appointment with all walk-in customers for pitching

repurchase.

• System updation, lead allocation and follow ups with Sales for lead closure.
• Process Improvement: Take proactive initiatives related to revenue generation through

cost reduction, productivity enhancement and process improvement.

Knowledge, Skills & Abilities:

• Academic Qualification: Graduate/Post Graduate
• Work Experience: 3-4 years of experience in operations, customer service, backend

operations preferably from Insurance or Banking sector.

Required Skills:

• Good communication skills
• MS Office (Excel, PowerPoint and etc.)