Assistant Manager - Branch Operations

Position Title

Branch OperationsManager

Department

Operations

Level/ Band

401/301-Manager/Assistant Manager

Reports To

Cluster Operations Manager

Supervises

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

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.

Technical

Behavioral

Essential

Desired

Interpersonal skills

·

Communication skills

·

Creative thinking skills

·

Supervising/Leadership skills

·

Teamwork Skills

·

Influencing skills

·

Relationship Building skills

·

Decision making skills

·

Essential

Desired

Qualification

Post Graduate

Experience

5-6 years