Senior Operations Manager

13 hours ago


Coimbatore, Tamil Nadu, India beBeeExecutive Full time ₹ 1,80,00,000 - ₹ 2,00,00,000
Job Description

The incumbent will oversee end-to-end issuance and fulfillment of new business, encompassing WIP management, central initiatives to ease issuance through regular engagement with distribution/policy issuance/underwriting to ensure business continuity.

  • Key Responsibilities:
  • Strengthen relationships through regular engagement with distribution heads.
  • Engage regularly to monitor and improve performance.

Managing New Business:

  • Responsible for managing the new business issuance by ensuring daily traction on WIP to meet month targets.
  • Driving WIP clearance through hub teams to clear field WIP on a daily basis for issuance.
  • Regular governance calls with HUBs teams.
  • Responsible for end-to-end WIP management.
  • Identify opportunities for improvement and drive various process and operational excellence initiatives for ease of business and enhancing business quality measures for channel partners.

Data and Reporting:

  • Delivery of reports and analysis on various parameters of business & processing to derive plans of action for improvement.
  • Enabling and supporting distribution with various data sets, reports, and dashboards.
  • Working closely with internal departments on reports automation agendas.
  • Creating and preparing various presentations to be shared with senior management as and when required.

Control and Monitor Process:

  • Ensure maintenance and updating of SOPs and 4-sheeters.
  • Document and control changes in existing processes.
  • Ensure all service requests are processed as per defined SLAs.

Projects and Continuous Improvement:

  • Conduct benchmarking internally and externally to establish best-in-class delivery/quality standards.
  • Rolling out new guidelines for distribution adherence.

Manage People:

  • Develop team members to perform effectively and efficiently.

Measures of Success:

  • Monthly/regular governance engagements with Distribution leaders/Head.
  • Publishing monthly issuance dashboard/scorecard.
  • Driving operational efficiencies with Distribution teams.
  • 92% Mo Issuance.
  • 94% M2 Issuance.
  • FTR of 85%.
  • Drive customer satisfaction through resolution of escalations and requests with TAT.
  • Number of projects completed - complete 1 Green/Black belt project for the year.
  • Talent retention, >10% attrition for G2M2abv.
  • Accurate reconciliation of business data/reports.
  • User-friendly customization of analytical reports.
  • Number of initiatives deployed to bring in process improvements.
  • Effective alignment across departments with minimal escalations.

Desired Qualifications and Experience:

  • Graduate/Post Graduate in Management.
  • Must have a minimum of 10+ years of experience.
  • 5 years in relationship management and Banca operations management.
  • Sound knowledge of Bancassurance or Banking Operations Model & specifically operations processes.
  • Good communication and analytical skills.
  • Strong data skills and solution-centric approach.
  • Customer-centric approach.
  • Process documentation and systems approach.
  • Computer skills in using databases and office management software including spreadsheets/presentation skills.
  • Team management and strong relationship skills.


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