Manager – Policy Servicing

1 month ago


gurugram, India Max Life Insurance Company Limited Full time

Key Responsibilities:

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