Operations Head- Insurance

Key Responsibilities1. Financial GoalsDrive operational cost optimization and improve productivity across insurance operations.Ensure accurate premium accounting, reconciliation, and payout management.Support revenue growth by minimizing leakages, errors, and TAT delays.Track and improve policy issuance, renewals, and persistency metrics.Partner with business and finance teams to meet budgeted targets and margins.2. Operational GoalsOversee day-to-day insurance operations across Life, Health, Motor, and GI.Ensure smooth policy issuance, endorsements, renewals, cancellations, and servicing.Define and monitor turnaround time (TAT) and service quality benchmarks.Act as the escalation point for critical operational and client issues.Coordinate with sales, claims, finance, IT, and compliance teams for seamless execution.3. Process GoalsDesign, standardize, and continuously improve SOPs and workflows across insurance verticals.Drive automation and digitization of operational processes.Ensure data accuracy and MIS governance for decision-making.Implement process controls to reduce operational risk and dependency on individuals.Lead process audits and corrective action plans.4. People GoalsBuild and lead a centralized and regional insurance operations team.Define roles, KRAs, and performance metrics for team members.Drive employee engagement, productivity, and retention.Coach and mentor senior team members and future leaders.Foster a culture of ownership, accountability, and service excellence.5. Training & Capability BuildingIdentify training needs for operations teams across insurance products and processes.Conduct regular product, system, compliance, and process trainings.Ensure team readiness for new insurer tie-ups, product launches, and regulatory changes.Collaborate with sales and POSP/SP teams for operational enablement.6. Compliance & AuditEnsure full adherence to IRDAI regulations, broker guidelines, and internal policies.Manage internal, external, and regulatory audits with zero or minimal observations.Oversee documentation, reporting, and compliance MIS.Act as the single point of contact for compliance escalations related to operations.Implement audit observations and preventive controls.7. Insurance Company (IC) Relationship ManagementManage and strengthen relationships with insurance company partners.Ensure service level adherence, issue resolution, and operational coordination with ICs.Participate in business reviews, product discussions, and operational improvement initiatives with insurers.Negotiate operational support, TAT commitments, and process enhancements.Key Competence & Skills requiredKey CompetenceStrong understanding of insurance operations and broking regulationsExpertise across Life, Health, Motor, and General Insurance processesLeadership, team management, and effective decision-makingProcess improvement mindset with focus on automation and efficiency SkillsAnalytical and problem-solving abilitiesMIS preparation, reporting, and data interpretationOperational planning and executionCommunication and coordination skills This position reports to- EVP - Insurance HeadAcademic requirements- Graduate or Post GraduateLocation- MumbaiExperience- 12+ years of experienceTeam handling experience- Yes

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