Branch Operations Efficiency
Monitor daily branch operational activities to ensure a healthy Branch Score Card Score.
Manage Premium received for the branch. Receipting & Deposition of Premium to be done accurately on a daily basis.
Ensure proposals are processed within TAT & as per quality norms.
Scrutinize the proposals and ensure it is First Time Right with Document QC
Digitization & External Issuance
Train and update our business stakeholders on new IT enablement to adopt online policy issuance
Take ground level and market practices for continuous improvements - External Issuance Support & Enablement and Partner trainings
Compliance & Hygiene
Ensure organizational/ regulatory compliance and close Audit findings if any.
Maintain records at all times and ensure timely archival of the same
Ensure financial integrity is maintained in the customer deposit accounts CDA with us and no undue premium lying
Manage Branch Administration responsibilities effectively & efficiently, in terms of hygiene and upkeep of maintenance tasks if required
Branch Hygiene & Compliance
PDA, CDA & Archival
Resolution of queries received either through walk-in or any of our grievance redressal system in a time-bound manner
Ensuring timely in-warding of Health Claim documents, to service the claims in time bound manner
Policy delivery status are maintained at all times and efforts done to clear the RTO policies
Visit business partners regularly and engage them so as to maintain healthy relationships and act as a solution provider to their issues and help them in their operational support
Organize Open houses to check ground level feedbacks and issues and provide the solutions.
Organize in-house meets to update our business teams and other functions on new initiatives and developments
Training & Development
Identify training needs of the team and create opportunities to enhance functional knowledge
Review individual performances and set the expectations from the team
Monitor day to day operations at branches and guide the team to ensure they meet all service parameters for internal and external customers.
Ensure uninterrupted policy in-warding at all locations and smooth movement to HUB for policy issuance.
Review and analyze daily transaction reports and recommend action on potential lapses to proactively course correct and maintain desired productivity levels.
Identify areas of process improvement via feedback from stakeholders like corporate agents, banks and other channel intermediaries, to enable continuous improvement.
Bring in new ideas for process improvements and implement new technology to optimize processes and resources.
Handle issues which have been escalated via hierarchy and guide subordinates to take preventive actions.
Build relationship with all channel partners to ensure strengthening of business relationship, proactive identification of possible escalations/issues and identification of improvement opportunities
Advise respective functional teams on corrective actions such as blacklisting any agents on cases of irregularities or delinquencies.
Branch Audit and Review
Review performance metrics for the Branch, periodically to identify issues and take corrective measures.
Ensure locations meet all the parameters of Branch Score Card (Collection, Depositions within 24 hrs, Inwarding, Sample QCs, Deficiency management).
Ensure Branch Compliances are met as per the set parameters.
Review and close all audit observations to ensure continuous improvement and compliance.
Team Management and Development
Lead the operations team of all assigned branches and guide them in their day-to-day activities to ensure smooth business as usual.
Sharing best practices among the Branch In-charges to keep them motivated and to deliver best of their capabilities.
Participate in recruitment process to identify the right talent
Establish individual performance expectations and regularly review individual performance of the team
Identify and create development opportunities for team members to enhance functional knowledge
Branch Operations and Service Manager