Associate Vice President

Role & responsibilities

To lead business excellence initiatives across Health UW & Claims span for Underwriting, Products, Claims, Operations and service delivery by driving process re-engineering, quality improvement, and customer-centric service enhancements. The role focuses on improving efficiency, standardization, compliance, and customer experience through continuous improvement frameworks such as Lean, Six Sigma, and digital enablement.

Preferred candidate profile

Business & Process Excellence

• Lead identification, design, and execution of process improvement initiatives across claims, underwriting, policy servicing, and customer service.
• Map, analyze, and re-engineer end-to-end business processes to eliminate inefficiencies and redundancies.
• Implement Lean Six Sigma methodologies to improve quality, turnaround time (TAT), and cost efficiency.
• Establish Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and monitor adherence.
• Drive automation, digitization, and self-service initiatives in collaboration with technology teams.

Service Excellence & Customer Experience

• Develop and implement service excellence frameworks for enhanced customer satisfaction (e.g., Net Promoter Score, CES, CSAT).
• Identify pain points in the customer journey and lead cross-functional projects to address them.
• Monitor and improve first-time-right performance, complaint resolution, and grievance redressal processes.
• Build a strong culture of customer centricity across teams through training, feedback, and recognition programs.

Governance & Compliance

• Ensure compliance with IRDAI and regulatory requirements in business processes.
• Develop standard operating procedures (SOPs) for critical customer-facing and back-office functions.
• Drive internal audits, risk assessments, and corrective action plans to strengthen process controls.

Stakeholder & Change Management

• Partner with cross-functional teams (operations, claims, underwriting, sales, technology) to implement business transformation initiatives.
• Manage vendor and partner relationships for outsourced services to ensure service quality and SLA compliance.
• Act as a change leader by driving adoption of new processes, systems, and service models.
• Support leadership in strategy execution, MIS dashboards, and executive reviews.

Capability Building

• Drive process improvement and service excellence professionals.
• Mentor and train employees on Lean Six Sigma, process mapping, and customer service frameworks.
• Build analytical and problem-solving capability across teams to foster continuous improvement culture.

Skills & Competencies

• Strong knowledge of health insurance processes (policy issuance, claims, underwriting, customer servicing).
• Expertise in process improvement methodologies (Lean, Six Sigma, Kaizen, TQM, BPM).
• Strong analytical, problem-solving, and project management skills.
• Excellent communication, stakeholder management, and influencing skills.
• Customer-centric mindset with proven ability to improve service outcomes.
• Familiarity with automation tools, RPA, CRM platforms, and digital service channels.

Qualifications & Experience

• Graduate/Postgraduate in Business Administration, Operations, Healthcare Management, or related field.
• Lean Six Sigma Green Belt/Black Belt certification preferred.
• 10-15 years of experience in process excellence, business transformation, or service delivery roles, ideally in health/general insurance or financial services.
• Demonstrated experience in leading cross-functional improvement projects and service excellence initiatives.