Manager - Underwriting

What are we looking for?

The role is responsible for end-to-end operational governance of the medical services function, ensuring strong control mechanisms, high-quality service delivery, robust vendor and medical centre management, and an exceptional customer experience. The Manager will oversee BAU operations, audits, reporting, analytics, and continuous improvement initiatives while ensuring compliance with defined SLAs and stakeholder expectations.The role is responsible for end-to-end operational governance of the medical services function, ensuring strong control mechanisms, high-quality service delivery, robust vendor and medical centre management, and an exceptional customer experience. The Manager will oversee BAU operations, audits, reporting, analytics, and continuous improvement initiatives while ensuring compliance with defined SLAs and stakeholder expectations.

What does the job entail?

Operational Controls & Audits

• Execute control and monitoring reports with accuracy.
• Conduct transactional audits and ensure adherence to process controls.
• Track audit observations, drive CAPA implementation, and ensure timely closure.
• Monitor internal and external departmental audits, identify improvement areas, and implement corrective solutions.

Medical Partners & Service Provider Management

• Monitor Medical Partners to ensure SLA adherence across all process steps.
• Conduct weekly governance calls and maintain actionable trackers with follow-through.
• Ensure consistent quality and accuracy of medical reports across centres.
• Perform virtual and physical quality audits of medical centres.
• Drive performance improvements and maintain a best-in-class medical centre network.

Customer Experience & Issue Resolution

• Participate in departmental projects including testing, UAT, and signoffs.
• Lead process improvement initiatives and ensure timely completion of assigned projects.
• Identify fallouts and drive structured improvement plans.
• Run improvement projects independently to enhance process quality and TAT.

People & Stakeholder Management

• Align the team to departmental goals, foster collaboration, and contribute to a positive working environment.
• Work with internal stakeholders to ensure smooth functioning of medical-related processes.
• Manage team effectively and maintain low attrition, ensuring productivity and engagement.

Work Experience

• 5–6 years of relevant experience in operational management, quality control & vendor governance.

Essential Qualification

• Graduate (preferably with experience in operations & quality management).

Preferred Skills

• Strong proficiency in MS Excel and PowerPoint; ability to handle and analyse large datasets.
• Excellent coordination, communication, and stakeholder management skills.
• Ability to manage multiple responsibilities, maintain accuracy, and deliver within timelines.