Job Description

A Position Overview Position Title Branch Operations Manager 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 resolve pendings .Monitor cashier on acceptance of premium, petty cash and branch related activities .Ensure that cash & cheques received 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 and banking 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 that uncleared cheques & cheque bounces 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 documents viz death certificate, nominee identity proof etc are in place .Follow up with customers for missing documents .Conduct interviews with various parties like doctors, relatives, neighbours et 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 / refund cheques and 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 and analyse various 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

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