Operations Manager

Job Title: Operations Service Relationship Manager (Insurance)

Job Summary:

Key Responsibilities:

1. Client Relationship & Servicing

   - Act as the key operations contact for corporate clients, intermediaries, and channel partners.- Ensure end-to-end service delivery on policy issuance, endorsements, renewals, and claims processing.- Handle client queries, escalations, and grievances with a strong focus on resolution and turnaround times (TATs)

1. Policy & Claims Operations

   - Coordinate with underwriting, claims, finance, and other internal teams to ensure timely and accurate service fulfillment.- Oversee documentation and compliance for policy issuance, cancellations, refunds, and endorsements.- Monitor claim registrations, settlement status, and coordinate with claims teams for fast-track resolutions

2. Service Excellence & SLA Monitoring

   - Track service level agreements (SLAs) and turnaround times (TATs) across all service touchpoints.- Prepare and present regular reports on service metrics, escalations, and operational performance.- Identify service gaps and recommend process improvements to enhance customer satisfaction.

3. Regulatory & Compliance Adherence

   - Ensure all service operations are aligned with IRDAI regulations and internal compliance standards.- Maintain accurate records and support audit or inspection requirements as needed.

4. Cross-functional Coordination

   - Liaise with distribution, underwriting, IT, and customer service teams to streamline workflows and improve efficiency.- Support onboarding and training of partner/channel staff on operational processes and documentation norms.

Qualifications:

Experience:

1. 48 years of experience in insurance operations, client servicing, or relationship management.
2. Prior experience with group insurance, health/life/general insurance is preferred.

Skills:

1. Strong knowledge of insurance products, processes, and compliance guidelines.
2. Excellent communication and client handling skills.3. Proficiency in MS Office (Excel, PowerPoint) and insurance core systems (e.g., Life Asia, Ingenium, or in-house platforms).4. Analytical mindset with the ability to manage data, reports, and dashboards.

Preferred Attributes:

1. Customer-centric with a proactive service approach.
2. Strong organizational and multitasking abilities.3. Ability to handle high-pressure situation.

Interested candidate can share resume on saba.kazi@icicilombard.com with subject line as:

Sr. Associate Claims and share below details.

Current Salary

Expectation

Notice Period

Education (Full Time / part Time)