Manager – Policy Servicing

1 month ago


Gurugram, India Max Life Insurance Company Limited Full time

Key Responsibilities:

  1. Distribution/stakeholder Management – liaison with Distribution partner and servicing team and ensure timely completion of servicing transactions
  2. Coordination with various department at HO for smooth operations and processing of cases on time.
  3. Daily WIP management to ensure TAT is adhered
  4. Partner location visit and resolve their queries
  5. Single point of contact for partner to any operation help and processing of cases.
  6. Ensure for closure of cases within the TAT.
  7. MIS and Data analysis
  8. NPS Detractors analysis and take corrective action plan to improve the process.
  9. Data reconciliation, MIS/Dashboard Reporting
  10. Analyzing the CEO-CXO Escalation/Service Grievance cases and identifying the key areas of improvement along with implementation.
  11. Open audit points to be closed within timeline and ensure timely submission of self-identified issues.
  12. Ensuring the timely response to on queries recd from mail and resolving the requests within defined timelines


Measure of Success:

TAT Adherence as per the Target defined on following Metrics – 72 Hrs-50%, Half SLA -95% and SLA-100%

NPS Target - >75%

Timely reporting of Dashboard/MIS

Maintain proper tracking of WIP cases/NPS /Service Grievances/CEO-CXO Escalations.

Keep update on Audit Points and Timelines.

Timely SOP updation and maintenance


Desired qualifications and experience:

Should be a Post Graduate, preferably with Insurance background & Professional qualification.

Good Knowledge of Ingenium Application.

Must have a minimum of 10-12 years in Insurance and handling the team.


Knowledge and skills required:

People Management

Exposure to quality tools and processes

Good communication skills

Strong adaptability and Problem-solving skills

Presentation skills


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