Verified Job
Recruiter / HR / Admin
Assistant Manager Branch Operations
Recruiter / HR / Admin
#365359
Remote / WFH
Job Description
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
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
