Assistant Manager - Branch Operations

Role description

APosition Overview

Position Title

Branch OperationsManager

Department

Operations

Level/ Band

401/301-Manager/Assistant Manager

Role Summary:

Legal and HR Compliance

Issuance and submission

Claim investigation

New process initiatives

B Organizational Relationships:Ensure 100% adherence to all the processes laid down by the IRDA guidelines and SOPs. Review and monitor all the operations activities to ensure highest level of efficiency.

Reports To

Cluster Operations Manager

Supervises

C Job Dimensions

Geographic Area Covered

Branch office

Stakeholders Internal

Advisors, Agency Managers, Operations-HO, HR, Internal Auditors / Compliance Review team, All Sales Channels

External

TPA's, Claimants, Claims Investigators, Customers, Channel Partners

D Key Result Areas

Organization process

Key contributions

Legal and HR Compliance

Maintain statutory compliance to all labor laws & local statutory requirements in coordination with Zonal HR.

Ensure that all legal complaints & issues are dealt with tactfully & solved at the local level as far as possible

Implement Compliance feedback of other branches.

Submit quarterly HR compliance report on branch Statutory and HR compliance parameters.

AML implementation across functions with NIL deviation

Issuance and submission

Monitor new business acceptance / rejects and forward to Zone accordingly

Co-ordinate with sales to resolvependings

Monitor cashier on acceptance of premium, petty cash and branch related activities

Ensure that cash &chequesreceived at the branch are handed over for deposit under his supervision & according to the SOP

Reconcile banking activities before close of business hours

Ensure that cash in safe, safe key management, transit insurance etc is managed well

Undertake verification and signing off of daily reports, receipts andbanking activities including CSO log, CSO reject data, Physical verification of TR's, audit trail reports etc

Coordinate with zone F&A for resolving upload rejects

Ensure thatunclearedcheques&chequebounces are resolved with concerned banks

Conduct periodic structured meeting with Sales to develop a common working platform and idea sharing.

HR

Undertake Headcount Planning and outsourced staff management, with respect to administration and monitor HR related activities

Oversee leave management for the branch personnel in coordination with Zonal HR.

Monitor employee recognition, engagement and training needs periodically. Manage Attrition

Claim investigation

Ensure that all the required documentsvizdeath certificate, nominee identity proof etc are in place

Follow up with customers for missing documents

Conduct interviews with various parties like doctors, relatives,neighbourset al to certify past history & causes of death

Prepare field investigation reports and recommend action

Send reminders to claimants for pending documents in case the claim is pending for more than 180 days

Ensure that all claims are resolved within TAT.

Represent company in Ombudsman, Consumer Court and other legal matters for best interest of the company.

Customer queries and complaints

Monitor customer queries and document management activities provided by branches and route it to the concerned functions

Monitor branches for undelivered documents / refundchequesand monitor HNI cases and CRM related activities at Branch Level

Answer non-routine queries which are not resolved by the front desk

Prepare complaint information sheet in the specified format

Maintain trackers to ensure that the complaints are resolved within the specified TAT.

Review and monitor

Undertake assessment of third party irregularities (Eg: UHC, Vendors) and resolve cases / take action accordingly

Undertake periodic surprise visits to empanelled doctors to ensure there are no irregularities

Physically verify number of postage stamps/stamp papers & review vendor management SOP

Budget for Printing & stationery requirement and do Inventory management of the same

Coordinate with TPA's to ensure smooth home visits & center visits.

Follow up with F & A and Facilities for timely Vendor payments as per SLA.

SOP compliance

Undertake cross functional audit of SOP

Periodically review the SOP & implement any deviations

Undertake self audit of MISO(where applicable) & periodically conduct visits to these offices to ensure adherence to SOP

Ensure adherence to SOP by every position holder

Undertake SOP training in case of any amendments

Performance review and monitor

Maintain persistency at branch level through data tracking & monitoring daily collection, providing training to the ops team , tracking orphan cases

Organize monthly meetings with branch team to review branch performance

New process initiatives

Undertake process improvements like new business submission, Branch Ops processing, financial transactions), in consultation with COM/ ROH

MIS & Reporting

Coordinate with Branch and HO for MIS for new business.

Prepare andanalysevarious daily reports and forward to the Operations and channel partners

Undertake feedback and follow-up review for new business.

Risk

Participate in risk mitigation plans, contingency planning, business continuity programs by executing and reporting within defined timelines. Highlight and recommend process gaps, flaws and process changes.

E Skills Required

Technical

Behavioral

Essential

Desired

Interpersonal skills

Communication skills

Creative thinking skills

Supervising/Leadership skills

Teamwork Skills

Influencing skills

Relationship Building skills

Decision making skills

F Incumbent Characteristics

Essential

Desired

Qualification

Post Graduate

Experience

5-6 years