Job
Description
About AssetPlus AssetPlus is redefining the future of wealth management. We are a fast-scaling SaaS fintech platform powering Mutual Fund Distributors (MFDs) and financial institutions with cutting-edge tools to transform how investments are managed and delivered. With deep integrations across RTAs like CAMS and KFintech, and exchanges like BSE Star MF, we empower over 13, 000 MFDs to serve 100, 000+ investors nationwide. Building on this strong foundation, we are expanding our Insurance vertical with the same mission: to simplify and scale insurance distribution. By combining regulatory compliance, streamlined operations, and tech-driven workflows, AssetPlus aims to deliver exceptional service across the entire insurance lifecycle. The Role As Lead - Insurance Operations and Excellence, you will drive the full insurance servicing lifecycle across policy issuance, claims coordination, customer service, renewals, and reporting. This role blends strategic oversight with operational discipline, requiring someone who thrives in ambiguity, builds high-performing teams, and ensures SLA-led delivery in a regulated environment. You will work cross-functionally with product, technology, and insurer partners to scale operational efficiency while improving partner and customer experience. Key Responsibilities Operations & Execution Lead end-to-end operations: proposal login to policy issuance, endorsement handling, and document management Define and continuously refine SOPs for underwriting, issuance, reconciliation, and compliance Ensure operational TATs and SLA adherence for all servicing workflows Deploy automation tools and process enhancements to scale throughput and accuracy Customer Service & Claims Oversee the customer service desk, including onboarding, endorsement, and query resolution processes Set up and manage a 24/7 Claim Desk for health/life insurance support Handle complex escalations and ensure timely closure with insurer support Build feedback loops with customer-facing teams to improve operations Renewal Management Build and manage a centralised renewal engine to drive persistency (95 %+ target) Implement automated renewal alerts, reminders, and follow-ups Coordinate with insurer systems to ensure seamless renewal workflows MIS & Reporting Lead the MIS function for daily, weekly, and monthly operational metrics Define and maintain dashboards for leadership visibility (issuance, claims, TATs, etc. ) Ensure audit-ready documentation, error-free reporting, and data compliance Team Leadership Build and lead a high-performance operations team (10-15 members) Hire, train, and mentor team members across servicing, claims, and MIS functions Define KPIs, run weekly reviews, and drive continuous improvement initiatives Strategic & Cross-functional Alignment Liaise with insurer partners, TPAs, and external vendors for operational governance Collaborate with product and tech teams to co-create tools that streamline ops Work closely with Sales and BD to support insurance rollout and lead fulfilment What Makes You a Fit Experience 15+ years in insurance operations (life / health / brokerage / insurtech) Prior leadership experience with 10+ team members, cross-functional ownership Deep familiarity with IRDAI guidelines, audit protocols, and insurer partner operations Proficiency in Excel, CRM systems, and MIS reporting tools Leadership DNA Strategic thinker with strong execution rigour and data-first decision-making Confident communicator with proven stakeholder management skills Hands-on leader who coaches teams and drives ownership at all levels Passionate about building scalable processes and delivering service excellence What Success Looks Like In 3 Months You ve mapped and stress-tested existing servicing and issuance workflows Brought SLA governance into daily rhythm across core operations Built strong rapport with key insurer partners, internal teams, and reports Resolved initial servicing gaps and improved first-time resolution rates In 6 Months Persistency and renewal tracking engine launched with automation triggers Claim Desk fully operational with defined SOPs and an NPS improvement plan All servicing metrics are consolidated in a real-time dashboard for management visibility Cross-functional squads (ops + product + insurer) set up for claims and issuance In 12 Months 95 %+ persistency achieved; service SLAs met across insurer segments Claims TATs down by 30%; escalations reduced with proactive handling The ops team expanded with succession planning and internal growth Regulatory and partner audits passed with zero non-compliance remarks Why AssetPlus Autonomy & Impact - Own a high-growth vertical in a fast-scaling fintech No-Fluff Culture - Results, ownership, and customer obsession are non-negotiables Growth-Obsessed - Your career and impact will scale with the business Tech-Driven Delivery - Work with product and tech teams who build fast and iterate faster
