Senior Manager - Operations

Date: Jun 3, 2025

Location: Gurugram, HR, IN

Company: maxlifeins

Job Description

Position

Senior Manager

Incumbent

-

Department

Operations

Function

Operations

Reporting to

Chief Manager

Band

4

Location

Gurgaon

Team size (D/I)

3-4

JOB SUMMARY

 

The key responsibility for incumbent would be to manage end-to-end issuance/fulfillment of new business which includes WIP management, central initiatives to ease issuance through regular engagement with distribution/policy issuance/underwriting to ensure business continuity. Would be responsible for key strategic initiatives and lead data/reporting for bank and internal teams to drive fulfillment processes.

 

KEY RESPONSIBILITIES

 

  • Relationship Management
    • Strengthening relationship with regular engagement with distribution heads
    • Engage regularly to monitor and improve performance.

  

 

  • Managing New business
  • Responsible for managing the new business issuance by ensuring daily traction on WIP to meet the month targets
  • Driving WIP clearance through hub teams to clear field WIP on daily basis for issuance
  • Regular Governance calls with HUBs teams.
  • Responsible for end-to-end WIP management
  • Identify opportunities for improvement and drive various process and operational excellence initiatives for ease of business and enhancing business quality measures for channel partner

 

 

  • Data and Reporting
  • Delivery of reports and analysis on various Parameters of Business & processing to derive plan of action for improvement
  • Enabling and supporting distribution with various data sets, reports and dashboards
  • Working closely with internal departments on reports automation agenda
  • Creating and preparing various presentations to be shared with senior management as and when required as per the scheduled dates.

 

 

  • Control and monitor process and ensure compliance with AxisMaxlife and IRDAI norms
    • Ensure maintenance and updating of SOPs and 4 sheeter’s
    • Document and control changes in existing processes
    • Ensure all Service request are processed as per defined SLAs

 

 

  • Projects and continuous improvement and driving and participating in functional and cross functional areas
  • Conduct benchmarking internally and externally to establish best in class delivery/quality standards 
  • Rolling out new guidelines for distribution adherence

 

 

  • Manage people
    • Develop team members to perform effectively and efficiently

 

 

 

Measures of Success

 

  • Monthly/Regular governance / engagements with Distribution leaders / Head

 

  •  Publishing Monthly Issuance Dashboard /Scorecard

 

  • Driving Operational efficiencies with Distribution team

 

  • 92%% M0 Issuance

 

  • 94% M2 Issuance

 

  • FTR of 85%

 

  • Drive customer satisfaction through resolution of escalations and requests with TAT

 

  • # of projects completed - Complete 1 Green/Black belt project for the year

 

  • Talent retention, >10% attrition for G2M2abv

 

  • Accurate reconciliation of business data / reports
  • User friendly customization of analytical report.
  • Number of Initiatives deployed to bring in process improvements
  • Effective alignment across departments with minimal escalations

 

 

 

 

 

 

Desired qualification and experience

  • Graduate / Post Graduate in Management
  • Must have a minimum of 10+ years of experience,
  • 5 years in relationship management and Banca operations management
  • Sound Knowledge of Bancassurance or Banking Operations Model & specifically operations processes
  • Good communication & analytical skills
  • Strong data skills and solution centric approach
  • Customer centric approach
  • Process documentation and systems approach
  • Computer skills in using databases and office management software including spreadsheets/presentation skills
  • Team management and strong relationship skills