Assistant Manager - Branch Operations

• Legal and HR Compliance
• Issuance and submission
• Claim investigation
• New process initiatives

Legal and HR Compliance

• Maintain statutory compliance to all labor laws & local statutory requirements in coordination with Zonal HR.
• Ensure that all legal complaints & issues are dealt with tactfully & solved at the local level as far as possible
• Implement Compliance feedback of other branches.
• Submit quarterly HR compliance report on branch Statutory and HR compliance parameters.
• AML implementation across functions with NIL deviation

Issuance and submission

• Monitor new business acceptance / rejects and forward to Zone accordingly
• Co-ordinate with sales to resolve pendings
• Monitor cashier on acceptance of premium, petty cash and branch related activities
• Ensure that cash & cheques received at the branch are handed over for deposit under his supervision & according to the SOP
• Reconcile banking activities before close of business hours
• Ensure that cash in safe, safe key management, transit insurance etc is managed well
• Undertake verification and signing off of daily reports, receipts and banking activities including CSO log, CSO reject data, Physical verification of TR s, audit trail reports etc
• Coordinate with zone F&A for resolving upload rejects
• Ensure that uncleared cheques & cheque bounces are resolved with concerned banks
• Conduct periodic structured meeting with Sales to develop a common working platform and idea sharing.

HR

• Undertake Headcount Planning and outsourced staff management, with respect to administration and monitor HR related activities
• Oversee leave management for the branch personnel in coordination with Zonal HR.
• Monitor employee recognition, engagement and training needs periodically. Manage Attrition
• Claim investigation
• Ensure that all the required documents viz death certificate, nominee identity proof etc are in place
• Follow up with customers for missing documents
• Conduct interviews with various parties like doctors, relatives, neighbours et al to certify past history & causes of death
• Prepare field investigation reports and recommend action
• Send reminders to claimants for pending documents in case the claim is pending for more than 180 days
• Ensure that all claims are resolved within TAT.
• Represent company in Ombudsman, Consumer Court and other legal matters for best interest of the company.
• Customer queries and complaints
• Monitor customer queries and document management activities provided by branches and route it to the concerned functions
• Monitor branches for undelivered documents / refund cheques and monitor HNI cases and CRM related activities at Branch Level
• Answer non-routine queries which are not resolved by the front desk
• Prepare complaint information sheet in the specified format
• Maintain trackers to ensure that the complaints are resolved within the specified TAT.

Review and monitor

• Undertake assessment of third party irregularities ( Eg : UHC, Vendors) and resolve cases / take action accordingly
• Undertake periodic surprise visits to empanelled doctors to ensure there are no irregularities
• Physically verify number of postage stamps/stamp papers & review vendor management SOP
• Budget for Printing & stationery requirement and do Inventory management of the same
• Coordinate with TPA s to ensure smooth home visits & center visits.
• Follow up with F & A and Facilities for timely Vendor payments as per SLA.

SOP compliance

• Undertake cross functional audit of SOP
• Periodically review the SOP & implement any deviations
• Undertake self audit of MISO(where applicable) & periodically conduct visits to these offices to ensure adherence to SOP
• Ensure adherence to SOP by every position holder
• Undertake SOP training in case of any amendments
• Performance review and monitor
• Maintain persistency at branch level through data tracking & monitoring daily collection, providing training to the ops team , tracking orphan cases
• Organize monthly meetings with branch team to review branch performance

New process initiatives

• Undertake process improvements like new business submission, Branch Ops processing, financial transactions), in consultation with COM/ ROH
• MIS & Reporting
• Coordinate with Branch and HO for MIS for new business.
• Prepare and analyse various daily reports and forward to the Operations and channel partners
• Undertake feedback and follow-up review for new business.
• Risk
• Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changes.