Role: Operations Manager

Job Title: Senior Manager

Department: Branch Operations (Group Business)

Education: Graduate / Post Graduate

Reports to: ROC

Experience: 6 years +

Job Purpose:

To manage and streamline all operational activities at the branch level related to group life insurance business. This role ensures timely and compliant processing of group insurance schemes (including onboarding, renewals, premium collections, and claims) while maintaining strong coordination with sales, underwriting, finance, and client servicing teams.

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Key Responsibilities:

1. Group Business Operations:

•Oversee end-to-end processing of group life insurance schemes, including:

New business onboarding (documentation, data validation, system entries)

Policy issuance and endorsements

Renewals and premium processing

•Coordinate with underwriting for scheme approvals and deviations.

•Ensure all operational deliverables are met within defined turnaround times (TATs).

2. Claims Support:

•Facilitate the registration and processing of group claims (death, riders, etc.).

•Ensure proper documentation and coordination with claims and legal teams.

•Track claim settlements and proactively communicate with clients and stakeholders.

3. Compliance & Risk Management:

•Ensure strict adherence to IRDAI guidelines, company SOPs, and regulatory norms (especially around KYC, AML, and data protection).

•Maintain audit-ready documentation and support internal or regulatory audits.

•Flag and resolve discrepancies in client data or policy issuance.

4. Client & Stakeholder Coordination:

•Serve as a key operational point of contact for corporate clients, brokers, and group sales teams.

•Support the relationship team in resolving operational queries, MIS requests, and escalations.

•Maintain strong communication with central operations, finance, and actuarial teams for policy servicing.

5. People & Process Management:

•Supervise branch ops staff and ensure efficient workload distribution.

•Train team members on group insurance processes, systems, and regulatory updates.

•Monitor process efficiency and identify opportunities for automation or improvement.

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Key Skills & Competencies:

•Deep understanding of group insurance products and workflows.

•Familiarity with policy administration systems and Excel-based MIS.

•Strong problem-solving and decision-making ability.

•Good interpersonal skills for managing client and internal relationships.

•Attention to detail and strong compliance orientation.

Kotak Life

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