AU Small Finance Bank - Deputy Vice President - Insurance Customer Experience & Claims Management

The Insurance Customer Experience & Claims Management leader will be responsible for designing and managing the end-to-end claims settlement process in coordination with partner insurance companies.

Key Responsibilities

- Customer Experience Management: Establish and monitor processes to deliver remarkable claim settlement experiences.

- Claims Operations: Coordinate with insurers, TPAs, and internal teams to ensure timely and fair claim resolution.

- Process Design: Develop and document workflows for claims handling, escalation, and customer communication.

- Regulatory Compliance: Ensure adherence to IRDA guidelines, Motor Vehicle Act provisions, and other applicable regulations.

- Data Management: Organize, document, and control both digital and physical claim records.

- Stakeholder Engagement: Collaborate with insurance partners, TPAs, and internal departments to resolve issues and enhance service delivery.

- Customer Loyalty: Drive initiatives to improve retention, reduce churn, and increase referrals.

- Performance Monitoring: Track and report key metrics to management, ensuring continuous improvement.

Candidate Profile

- Minimum 5 years of experience in insurance claims management.

- At least 1 year in a leadership role.

- Strong background in insurance operations, underwriting, claims, TPA management, and regulatory compliance.

- In-depth understanding of IRDA regulations and Motor Vehicle Act.

- LLB or Surveyor License preferred.

- Excellent analytical and problem-solving skills.

- Strong customer service orientation.

- Proficiency in Advanced Excel and business analytical tools.

- Ability and willingness to travel.

- Bachelor's/Master's degree in a relevant field.