Head Branch Operations

Professional & Technical Skills:

1. Strong domain knowledge in life insurance operations, including new business issuance, renewals, and customer servicing.
   
2. Proven experience in managing multi-zone / multi-branch operations and diverse business channels.
   
3. Strong leadership capabilities with experience in managing large and geographically dispersed teams.
   
4. Expertise in operations analytics, dashboard reporting, and performance management.
   
5. Ability to drive persistency, cross-sell initiatives, and operational efficiency.
   
6. Sound understanding of compliance, audit, and regulatory frameworks.
   
7. Proficient in process improvement, automation, and technology-enabled operations management.
   
8. Excellent communication, stakeholder management, and change management skills.
   

Key Responsibilities

1. Strategic Leadership & Governance

• Provide strategic direction and oversight for all branch operations across zones.
  
• Develop and implement standardized operational processes and policies to ensure consistency and compliance.
  
• Act as the central point of coordination between HO, zonal teams, and cross-functional departments (Sales, Finance, IT, HR).
  

2. Operational Excellence & Process Management

• Drive issuance, premium collections, renewals, and surrender conversions across all branches.
  
• Monitor key operational KPIs, service levels, and TATs to ensure efficiency and quality delivery.
  
• Publish national dashboards and performance reports on issuance, renewals, sales quality, and persistency.
  

3. Customer Experience & Servicing

• Ensure seamless customer servicing across all branches, maintaining high NPS and satisfaction scores.
  
• Drive customer engagement, retention, and service quality initiatives through operations teams.
  

4. People Leadership & Capability Building

• Lead, mentor, and develop zonal and branch operations teams to drive high performance and accountability.
  
• Conduct regular performance reviews and identify training needs for continuous skill enhancement.
  
• Foster a culture of ownership, collaboration, and operational discipline.
  

5. Compliance, Audit & Risk Management

• Ensure full adherence to company policies, regulatory requirements, and audit standards.
  
• Identify and mitigate operational risks and business leakages.
  
• Oversee periodic compliance checks and implement corrective measures proactively.
  

6. Business Support & Growth Enablement

• Partner with Sales and Distribution teams to drive persistency and renewal targets.
  
• Support organizational initiatives such as cross-selling, digital adoption, and customer retention programs.
  
• Provide operational insights and recommendations to leadership for business improvement.
  

Key Competencies

• Strategic Thinking & Execution
  
• Decision Making & Problem Solving
  
• Stakeholder Management
  
• Customer Centricity
  
• Analytical & Data-driven Approach
  
• Process Orientation & Control Mindset
  
• Team Leadership & Motivation

  Role & responsibilities

Preferred candidate profile