Senior Manager - Branch Operations (Senior Manager - BSAT)

What are we looking for?

We are looking for a Senior Manager - BSAT to take ownership of branch operations governance, risk and audit readiness, application access controls, process communication, control reporting and improvement initiatives. The role requires a hands-on leader who can manage a broad portfolio, coordinate multiple stakeholders, guide team members and convert regulatory or business requirements into timely, tracked execution across branches.

What does the job entail?

Governance, Risk, Audit and Compliance

• Review and maintain Branch Operations documents, including Business Continuity Planning (BCP), Risk and Control Self-Assessment (RCSA), risk, audit and related governance documents.

• Plan and execute quarter-end audit checks, validations and evidence readiness, with closure tracking for observations and exceptions.

• Coordinate quarterly NAV certification and maintain supporting documentation, sign-offs and audit trails.

• Own BPM documentation and periodic reviews to ensure processes, controls, roles and approvals remain current.

Application Access and Master Data Governance

• Lead periodic access recertification for Branch Operations applications, including LMS, TEBT, LifeAsia Mumbai/Bangalore, OEL and other relevant systems.

• Govern new-user application access activities, ensuring correct approvals, maker-checker controls, timely provisioning and closure of exceptions.

• Maintain Branch Master accuracy and coordinate additions, modifications and closure-related changes with relevant stakeholders.

Control Reports, Command Centre and Operational Monitoring

• Govern the Command Centre portfolio of existing reports and audits, including approximately 25 control reports, with clear ownership, exception thresholds and escalation routines.

• Monitor report outliers and drive timely resolution with regional, zonal and central stakeholders.

• Review requirements for new control reports and periodically remove, consolidate or redesign reports that no longer add value.

• Oversee loans, surrender aversion and other operational control reports, ensuring data quality, actionable insights and closure tracking.

Customer Retention, Process Improvement and Strategic Initiatives

• Drive surrender aversion initiatives through smart cuts, review calls, performance tracking and implementation of new requirements.

• Maintain the branch visit calendar and track planned visits, observations and closure actions.

• Coordinate central receipting changes, inclusion of new channels, MICR code requirements and related implementation activities.

Stakeholder and Team Management

• Work closely with Risk, Audit, Compliance, Claims, Finance, Technology, Policy Servicing, Data, regional operations and central processing teams.

• Lead and guide assigned team members through clear work allocation, review cadence, quality checks and capability development.

• Provide concise updates, decision notes, dashboards and escalation summaries to Branch Operations leadership.

Work Experience

8+ years in BFSI operations, preferably in life insurance, with experience in branch operations, governance, risk controls, audit coordination, process management and stakeholder engagement.

Essential Qualification

Graduate in any discipline. MBA/PGDM or a relevant professional qualification is preferred.

Preferred Skills

• Strong understanding of branch operations, operational risk, internal controls, audit readiness and regulatory compliance.

• Ability to manage a diverse portfolio with multiple recurring deadlines and cross-functional dependencies.

• Strong analytical capability, including exception analysis, root-cause identification and control-report rationalisation.

• Advanced proficiency in Microsoft Excel and PowerPoint; working knowledge of Power BI or similar visualisation tools is desirable.

• Excellent written and verbal communication, with the ability to create clear process notes, circulars, review decks and leadership updates.

• Effective stakeholder management, influencing and follow-through across central and field teams.

• People leadership, work allocation, coaching and performance monitoring.

• Comfort with digital tools, workflow automation and AI-enabled productivity solutions.