Deputy Manager - Customer Operations

What are we looking for?

Operations New Business dept manages verification of all polices logged in the company to ensure quality sourcing and customers are aware of benefits and terms and conditions.

What does the job entail?

1. Oversee end-to-end handling of new business logins and application processing.

2. Ensure completeness, accuracy, and timely submission of cases as per defined SLAs.

3. Monitor daily inflow and backlog to ensure smooth workflow management

4. Coordinate with underwriting, sales, and other teams for seamless processing

5. Lead and manage a team responsible for new business operations

6. Drive productivity, quality, and adherence to turnaround timelines

7. Collaborate with internal stakeholders such as Sales, Underwriting, and Operations teams.

8. Ensure seamless communication and alignment to avoid delays in processing

9. Address stakeholder queries and concerns on priority

10. Manage external vendors involved in new business processing activities

11. Ensure vendor performance meets defined SLAs and quality standards

12. Conduct regular reviews and implement corrective actions where required

13. Handle escalations related to new business processing from internal and external stakeholders

14. Ensure timely resolution with proper root cause analysis

15. Prepare and analyze MIS reports related to new business logins, processing, and conversion

16. Track key metrics such as volumes, TAT, pendency, and productivity

Work Experience

5+ years in Life insurance operations

Essential Qualification

Graduate

Preferred Skills

1. Product and process knowledge along with good awareness about internal systems Life Asia , TEBT

2. Vendor management

3. Analytical skill set must

4. Should posses good communication skills and interpersonal skills

5. Efficient in handling MS Office

6. Good networking and relationship skills.

7. Presentation and Analytical Skills

8. Project management skill-should have worked in Project