Operations Head - Motor Insurance

As an experienced professional in the motor insurance industry, you will play a crucial role in overseeing operations, placement, and claims processes. Your responsibilities will include: - Strategic Planning & Process Optimization: - Develop and implement efficient operational strategies aligned with underwriting, claims, and distribution goals. - Continuously assess and improve turnaround time (TAT) for policy issuance, endorsements, and claims processing. - Streamline internal workflows to enhance productivity and reduce operational costs. - Policy Administration & Underwriting Support: - Oversee end-to-end policy issuance, renewals, endorsements, and cancellations. - Coordinate with underwriting teams to ensure accuracy and timely approval of proposals. - Ensure regulatory documentation and underwriting parameters are met for each policy. - Claims Management Oversight: - Supervise claims intake, processing, investigation, and settlement to ensure accuracy and efficiency. - Monitor claim ratios, fraud detection measures, and vendor (TPA/surveyor) performance. - Ensure minimal claim leakages and compliance with IRDAI norms. - Team Leadership & Stakeholder Coordination: - Lead and manage operations staff, including training, performance evaluation, and productivity monitoring. - Act as a key point of contact between field teams, branches, underwriters, claims team, and sales support. - Work closely with insurer partners for smooth operations. - Technology Integration & MIS Reporting: - Drive automation and adoption of core insurance systems. - Ensure accurate and timely reporting of operational MIS to top management. - Collaborate with IT for resolving system issues and implementing enhancements. - Customer Service Excellence: - Monitor and improve customer service TATs including query resolution, policy delivery, and claims intimation support. - Handle escalations and critical customer grievances from operations standpoint. - Align operational practices to enhance customer satisfaction and retention. - Cost & Resource Management: - Prepare and manage departmental budgets. - Optimize resource utilization while maintaining high service quality. - Business Continuity & Risk Management: - Design and maintain robust business continuity and disaster recovery plans for operational continuity. - Proactively assess operational risks and implement controls to mitigate them. You will be a key player in driving operational excellence, ensuring compliance with regulatory norms, and enhancing customer satisfaction in the motor insurance sector.,