Deputy Manager-Branch Operation

Job Description Branch Operations Deputy 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 380+ branches in India touching customers in over 900 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 maintain TAT and Quality for all operations processes and work towards improvement in the existing
processes, Achieve business targets of the cluster on Persistency, Lead Generation and Business
Retention, Audit & Compliance.

Duties & Responsibilities:
• Adherence to all laid out process rules and laid down controls.
• Achieve desired quality sigma levels in processing at all stages & activities of New Business and
Policy servicing at the reporting branches.
• Reconciliation of records at branch.
• To exercise daily controls over all critical activities being conducted at reporting branches.
• Ensure proper cascade & implementation of all initiatives & new processes aimed at betterment
of branch operations processes & overall business at reporting branches.
• Develop product, process and system knowledge. • Committed TATs are met consistently
• Development of customer sensitivity among team members by regular monitoring, feedback,
inputs & training mechanism.
• Manage & maintain cordial relationships with external and internal sales staff
• Develop & train internal customers on process requirements / compliance to provide faster &
smoother service levels.
• Ensuring proper complaints management by team and taking steps towards making it more
effective to the satisfaction of the customer & Company.
• Taking customer service initiatives at reporting branches in order to improve the quarterly CSAT
scores
• Overall personality development including attitude, grooming, communication skills, leadership
qualities, interpersonal relationships and sensitivity towards customers

• Ensuring Quality & TAT of New Business activities done by the team viz. Scrutiny, Client ID
  creation, receipting, reconciliation, FR communication, medical allocation.
  • To monitor and maintain the quality and TAT for end-to-end Agency application processing
  towards license generation
  • Necessary follow ups with Hub, Underwriting for policy issuance in escalation cases.
  • Ensuring the Sigma Quality and TAT of all Policy servicing transactions at the branches
  • Regulatory compliances for all Policy Servicing communication to clients
  • Regulatory compliances and smooth processing of ‘Claims’ handling at branches
  • Close coordination with Sales and Grievance department for reduction & resolution of complaint
  cases
  • Proper cascade & Implementation of all Policy Servicing processes to all concerned
  • Achieve business targets on Persistency on month-on-month basis
  • Ensuring the mechanism for revival calling is being followed by the branches
  • Analysis and regular inputs to team on the persistency data towards improving the efforts and
  productivity
  • Ensuring system up-date by team on all the efforts made and results achieved.
  • Take initiatives at the branch level to drive and enhance the contact ability of clients
  • Take initiatives towards improvised ways of premium collection and automated ways of
  payments.
  • Efforts towards building behavioral, interpersonal skill set and knowledge levels of the team to
  drive persistency and enhance productivity.
  • Work closely with other functions and channel partners in order to maximize the efforts and
  results on persistency
  • Achieve cluster’s New Business lead generation targets through existing customers as laid out in
  the process
  • Ensuring sound practices and adherence to lead generation process are followed by team
  • Take initiatives related to revenue generation through cost reduction, productivity enhancement
  and process improvements.
  • Achieve business retention targets on aversion of look-ins, withdrawals, surrenders, premium
  reduction
  • Work closely with Sales & channel partners on these areas to minimize such cases
  • Take initiatives to create awareness and help reduce all these negative cases.
  • Build knowledge and skill levels of team members to avert these cases
  
• Knowledge, Skills & Abilities:
  • Academic Qualification: Graduate/Post Graduate
  • Work Experience: 5 years experience in Operations, Customer Service, Backend
  Operations preferably from Insurance or Banking sector.
  

Required Skills:
• Good Communication skills
• Team leading experience
• MS Office (Excel, PowerPoint and etc.)