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:
o Interacting with external and internal customers and addressing their queries,
requests and complaints
o Upfront complaint resolution & management
• New Business Processing:
o Handling end to end log ins & support sales in policy conversions
o Scrutiny of accepted New Business application forms & recording rejections
o Creation of client IDs and receipting of money
• Policy Servicing:
o Processing all policy servicing transactions and follow-up with HUB Operations for
same day processing and NAV allocation o Refunds processing and dispatch
o Undelivered policy documents tracking and management
o Maintenance of all files and registers
o Minor alteration like COA (Change of Address)
o Answering queries on phone from Channel partner, FCs as well as customers
• Claims:
o Collecting documents from claimant/field visits to claimant, or other parties
involved like public hospitals, police station etc. (As and when case requires)
o 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:
  o Generating leads and seeking appointment with all walk-in customers for pitching
  repurchase.
  o 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.)