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ABCL
Aditya Birla Capital Limited

Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. Through its subsidiaries/JVs, ABCL provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Over 1,482 branches and more than 200,000 agents/channel partners along with several bank partners.

Nationwide Branches

1,482

No. of Employees

59,000

Agents/Channel Partners

2,00,000+

Aggregate Assets

INR 3,550 Billion

Active Customer Base

39 Million

Consolidated Lending Book

INR 699 Billion
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Job Description

AB Financial Shared Ser Ltd

Operations Issuance & Renewals Manager

Location: G-Corp Tech Park,Thane, Maharashtra
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Job Description

Job Purpose

The Operations Issuance Support Manager plays a critical role in ensuring the smooth and efficient issuance of life insurance, health insurance, motor insurance, and pocket insurance products etc.

This role is responsible for managing operational activities, streamlining processes, improving workflow efficiency, and overseeing the issuance of policies and documentation.

The manager will collaborate with cross-functional teams (ABSLI | ABHI | ACKO | Digit | ICICI Lombard etc), address operational challenges, and drive process improvements, ensuring compliance with company policies and regulatory requirements.

Job Context & Major Challenges

Job Context/ Job Challenges: Context: This role is integral to ensuring timely and accurate issuance of insurance policies across multiple product lines (life, health, motor and pocket insurance etc). The role requires managing a fast-paced environment where operational efficiency and customer satisfaction are paramount. Collaboration with underwriting, sales, compliance, and IT teams is crucial.

Challenges: The key challenges include managing a high volume of policy issuances, minimizing errors, ensuring compliance with regulatory standards, adapting to changing industry requirements, and enhancing system and process efficiencies. Furthermore, addressing issues related to customer complaints and operational bottlenecks will be a continuous focus.

Problem-solving: Ability to identify issues quickly and develop practical solutions.
Decision-making: Strong decision-making skills based on data analysis and customer needs.
Customer-focused: Prioritizing customer satisfaction while ensuring operational efficiency.
Adaptability: Ability to thrive in a dynamic and evolving insurance landscape.

This role requires a strategic and analytical mindset, with a focus on optimizing insurance policy issuance processes while maintaining compliance and customer satisfaction. The Operations Issuance Support Manager will be pivotal in shaping the operational efficiency and customer experience in the insurance space.

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)Supporting Actions (Max 1325 Characters)
KRA1Issuance EfficiencyOversee the end-to-end process of insurance policy issuance for life, health, motor and pocket insurance.
Ensure timely processing and dispatch of policies, endorsements, and other required documentation.
Monitor issuance quality and reduce errors in policy documents.
KRA2Process Improvement:Identify inefficiencies or bottlenecks in the issuance process and propose/implement improvements.
Regularly evaluate current processes and recommend changes that will enhance operational efficiency.
Work with IT teams to implement digital solutions that streamline issuance operations.
KRA3Regulatory Compliance:Ensure adherence to all relevant insurance regulations and internal policies during the issuance process.
Maintain up-to-date knowledge of insurance industry regulations to ensure full compliance.
KRA4Team Leadership and Development:Lead, mentor, and train the issuance support team to ensure high levels of productivity and motivation.
Conduct regular performance reviews and provide feedback to enhance team performance.
Foster a positive and collaborative work environment.
KRA5Customer Support & Issue ResolutionAct as a point of contact for escalated customer or partner queries related to policy issuance.
Work closely with customer service teams to resolve any issuance-related issues in a timely and professional manner.
KRA6Collaboration with Cross-Functional Teamsliaise with underwriting, operations, sales, marketing, and claims teams to ensure seamless ABCD operations.
Assist with the development and testing of new products, ensuring smooth integration of issuance processes.
KRA7Reporting & AnalyticsTrack key performance indicators (KPIs) related to policy issuance, such as turnaround time, error rates, and customer satisfaction.
Provide regular updates to management regarding performance, challenges, and progress toward goals.

Minimum Experience Level

5 - 7 years

Job Qualifications

Post Graduate

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