Senior Manager- Policy Owner Service

2 weeks ago


Gurgaon, Haryana, India Max Life Insurance Company Limited Full time

Key Responsibilities:

  • Management – collaboration with Distribution partner and servicing team to ensure timely completion of transactions
  • Communication with various departments at HO to facilitate smooth operations and timely processing of cases
  • WIP management to uphold TAT requirements
  • Conduct location visits to address queries
  • Act as the primary contact for partners needing operational assistance and case processing
  • Ensure closure of cases within the defined TAT
  • Perform Data analysis
  • Analyze Detractors and devise corrective action plans to enhance processes
  • Handle reconciliations, MIS/Dashboard Reporting
  • Address CEO-CXO Escalation/Service Grievance cases and identify areas for improvement
  • Close audit points within the specified timeline and submit self-identified issues promptly
  • Provide timely responses to queries received via mail and resolve requests within defined timelines

Measure of Success:

TAT Adherence as per set Targets on the 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

Update on Audit Points and Timelines

Timely SOP updation and maintenance

Desired qualifications and experience:

Post Graduate degree, preferably with a background in Insurance & Professional qualification

Proficient in Ingenium Application

Minimum 10-12 years of experience in Insurance and team management

Knowledge and skills required:

Effective People Management

Exposure to quality tools and processes

Strong communication skills

Exceptional adaptability and Problem-solving skills

Proficiency in Presentation skills



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