Operations Manager

4 weeks ago

Mumbai, India ICICI Lombard Full time

Job Title: Operations Service Relationship Manager (Insurance)
Department: Operations / Client Services
Location: Mumbai- Andheri
Reports To: Head of Operations / Regional Service Delivery Manager

Job Summary:
We are seeking a client-focused and detail-oriented Operations Service Relationship Manager (RM) to oversee post-sales service operations and relationship management for insurance clients. The RM will be responsible for ensuring smooth execution of policy servicing, claims coordination, and customer experience management by working closely with internal teams and external partners.

Key Responsibilities:

  1. Client Relationship & Servicing
  2. Act as the key operations contact for corporate clients, intermediaries, and channel partners.
  3. Ensure end-to-end service delivery on policy issuance, endorsements, renewals, and claims processing.

  4. Handle client queries, escalations, and grievances with a strong focus on resolution and turnaround times (TATs)

  5. Policy & Claims Operations

  6. Coordinate with underwriting, claims, finance, and other internal teams to ensure timely and accurate service fulfillment.
  7. Oversee documentation and compliance for policy issuance, cancellations, refunds, and endorsements.
  8. Monitor claim registrations, settlement status, and coordinate with claims teams for fast-track resolutions
  9. Service Excellence & SLA Monitoring
  10. Track service level agreements (SLAs) and turnaround times (TATs) across all service touchpoints.
  11. Prepare and present regular reports on service metrics, escalations, and operational performance.
  12. Identify service gaps and recommend process improvements to enhance customer satisfaction.
  13. Regulatory & Compliance Adherence
  14. Ensure all service operations are aligned with IRDAI regulations and internal compliance standards.
  15. Maintain accurate records and support audit or inspection requirements as needed.
  16. Cross-functional Coordination
  17. Liaise with distribution, underwriting, IT, and customer service teams to streamline workflows and improve efficiency.
  18. Support onboarding and training of partner/channel staff on operational processes and documentation norms.

Qualifications:

  1. Bachelors degree in Business Administration, Insurance, or related field.
  2. IRDAI Certification (if applicable) or relevant insurance operations certifications preferred.

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 with subject line as:

Sr. Associate Claims and share below details.

Current Salary

Expectation

Notice Period

Education (Full Time / part Time)

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