Assistant Manager - Insurance Operations

About Us

What’s In It For YOU

• SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees
• Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees
• Dynamic, Inclusive and Diverse team culture
• Gender Neutral Policy
• Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits
• Commitment to the overall development of an employee through comprehensive learning & development framework
  

Role Purpose

Role Accountability

• Manage Processing and Issuance of assigned "Insurance & Cross-sell" new sales - Lead/Call File generation, Premium Debits, Policy Issuance, Dispatch within defined Turn Around Time & Accuracy
• Manage Processing and Issuance of assigned "Insurance & Cross-sell" Renewal Sales - Eligible Customer Base, Premium Debits, Policy Issuance, Dispatch within defined Turn Around Time & Accuracy
• Ensure meeting all Regulatory compliance & guidelines with respect to individual products & sales processes assigned. IRDA, RBI, TRAI etc. norms
• Maintain and provide all data and requirements to auditors in prescribed format
• Ensure compliance to all regulatory prescribed processes, guidelines and SLAs by RBI, IRDAI for all respective processes assigned
• Handle all assigned Quality & Internal Control metrics defined for respective processes - Cancellations, Complaints, Mis-sell, Quality score cards, Fatal error report etc.
• Provide data analytics support to sales & TM teams
• Ensure publishing of assigned MIS, Reports & Updates on Sales, Quality, Customer Services & Claim management on defined regular intervals with defined accuracy
• Maintain all assigned records as per regulatory requirements. Ensure all regulations & guidelines by IRDA, RBI & TRAI is being adhered to in terms on record keeping
• Manage all assigned customer service queries within defined TAT benchmarks
• Manage all assigned customer complaints & escalations received from all channels. Doing RCA, liaison with partners for speedy resolution & providing necessary feedback to sales team basis observations/trends
• Manage all assigned insurance claims related queries. Liaison with insurance partners for claim settlement, communication to customers & maintenance of records
• Lead vendor and partner management - commission income invoicing, income reconciliation & record keeping
• Ensure all assigned process are documented and updated in insurance manual
• Ensure all assigned premium remittances to insurer, vendor payment & recon of all such payments
• Work with technology and marketing analytics teams to automate reports and processes
• Ensure process documentation and compliance adherence
  

Measures of Success

• Achievement of agreed SLAs & targets on all operations parameters
• No adverse observation in internal, external and regulatory audits
• Adherence to all customer services metrics
• Efficiency of insurance premium debits & policy issuance
• No discrepancy in payment reconciliation & timely premium remittance
• Process Adherence as per MOU
  

Technical Skills / Experience / Certifications

• Strong data management, MS excel, SQL skills
• Report building and management
• Experience in Automation of processes
• Experience in Large processing operations
• Experience in managing SLAs and Turn Around Time for processes
  

Competencies critical to the role

• Stakeholder Management
• Teamwork and collaboration
• Analytical ability
• High impact Communication
  

Qualification

Preferred Industry