Associate Vice President - Operations Manager

-Designation

Organization:

About the Role :

The ORM will be accountable for driving 100% SLA adherence, elevating partner and customer NPS, and enabling business fulfillment with ease and precision. This is a high-stakes, high-reward role designed for a process champion who thrives in a fast-paced, partner-facing environment.

KEY RESPONSIBILITIES :

Operational Excellence & SLA Governance

• Ensure 100% adherence to SLAs across all touchpoints: onboarding, underwriting, issuance, servicing, claims, and grievance redressal.
• Monitor and drive TAT compliance across all milestoneslogin to issuance, requirement resolution, medical scheduling, and policy dispatch.
• Implement proactive governance mechanisms to avoid escalations and ensure zero friction in day-to-day operations.

Partner & Stakeholder Management

• Act as the single-window operations SPOC for Axis Banks regional and zonal teams.
• Collaborate with Sales, Underwriting, Medical, Claims, and Customer Service teams to ensure seamless partner experience.
• Drive operational alignment to gain greater share of wallet from Axis Bank by outperforming other insurer partners.

Process Optimization & Quality Control

• Identify process gaps and lead continuous improvement initiatives using Six Sigma/Lean methodologies.
• Ensure high-quality business through rigorous QC checks, documentation audits, and exception handling.
• Drive automation and digitization initiatives (e.g., ENACH adoption, Vymo integration) to simplify fulfillment.

Communication & Engagement

• Ensure timely and professional communication with internal and external stakeholders.
• Drive awareness and adoption of digital servicing tools (Digiserve, WhatsApp BOT, IVR).
• Support customer engagement through proactive communication at key policy milestones.

Reporting & Analytics

• Publish daily/weekly/monthly MIS on login vs issuance, requirement pendency, leakage, and SLA adherence.

Analyze trends and provide actionable insights to improve operational KPIs and partner satisfaction.

Ideal Candidate Profile:

Experience :

Education :

Certifications :

Skills :

If Interested Kindly share your Resume on Below Details.

Contact : Ayushi - 8551810430

Mail : ayushi.rathod.ext@bhartiaxa.com

Regards,

Ayushi Rathod

Human Resources