Core Responsibilities
Team Leadership: Manage workflows, mentor associates, and conduct performance reviews to meet defined KPIs and SLAs.
Policy Administration: Oversee end-to-end processing of new business, underwriting support, policy changes, and premium billing.
Claims & Servicing: Ensure accurate and timely processing of claims, surrenders, and maturities.
Compliance & Risk Management: Enforce local regulatory mandates (e.g., IRDAI in India), maintain audit readiness, and prevent fraud.
Process Optimization: Identify processing bottlenecks and implement continuous improvement frameworks (e.g., Lean or Six Sigma) to reduce turnaround times (TAT).
Stakeholder Management: Act as the primary escalation point for clients, agents, and cross-functional teams.