Senior Manager-Branch Operations

Kotak Life Insurance

5 - 10 years

8 - 10 Lacs

mumbai

Posted:1 week ago| Platform:

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Skills Required

branch operations customer service operations backend operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Senior Manager

Grade:- L4

Office Location:- Goregaon East, IT Park

Position: Lead Branch Support

Key responsibilities

Act as the primary point of contact for all branch-level operational queries and escalations from internal teams and customers.
Coordinate with cross functional teams (operations, IT, finance, compliance, etc.) to resolve branch issues within defined timelines.
Monitor day to day branch activities to ensure adherence to standard operating procedures and service quality benchmarks.
Support branches during new product/process rollouts, ensuring proper communication, training, and documentation.
Analyze recurring issues, identify root causes, and drive process improvements to reduce errors and TAT.
Prepare and share periodic MIS/reports on branch support tickets, resolutions, and service trends with management.
Assist in audits and compliance reviews by providing data, clarifications, and ensuring closure of audit points.
Guide and mentor junior branch support executives, allocating work and tracking productivity.
Maintain updated knowledge of systems, policies, and regulatory guidelines relevant to branch operations.

Required skills and competencies

Strong understanding of branch operations and customer service processes.
Excellent communication and coordination skills to work with multiple stakeholders.
Problem solving attitude with ability to handle pressure and time bound escalations.
Proficiency in MS Office (Excel, PowerPoint, Word) and ticketing/CRM tools.
Attention to detail, documentation skills, and high ownership of tasks.

Qualifications and experience

Graduate in any discipline; MBA or equivalent preferred
5+ years of experience in branch operations / support / customer service in insurance, with at least 2 years in a senior or lead role.

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