Role Summary

The Branch Operations Manager is a critical leadership role responsible for overseeing and managing the day-to-day operational activities of an insurance branch. This position ensures the efficient, compliant, and customer-centric delivery of insurance services, supporting the sales team and maintaining high standards of operational excellence. The ideal candidate will be a proactive leader with a strong understanding of insurance processes, regulatory requirements, and a commitment to delivering exceptional service.

Key Responsibilities

1. Operational Management & Efficiency:

- Oversee all branch operational activities, including policy issuance, renewals, endorsements, claims processing support, premium collection, and customer service.

- Implement and optimize operational processes to enhance efficiency, reduce turnaround times, and minimize errors.

- Monitor daily workflows, identify bottlenecks, and implement corrective actions to ensure smooth operations.

- Manage branch infrastructure, facilities, and resources to ensure a conducive working environment.

- Ensure proper handling and reconciliation of cash, cheques, and other financial instruments as per company policy.

2. Compliance & Risk Management:

- Ensure strict adherence to all regulatory guidelines set by IRDAI (Insurance Regulatory and Development Authority of India) and other relevant authorities.

- Implement and enforce company policies, procedures, and internal controls to mitigate operational risks.

- Conduct regular internal audits and checks to ensure compliance with operational standards and identify areas for improvement.

- Oversee data security and confidentiality protocols within the branch.

- Manage and resolve operational escalations and customer complaints in line with company guidelines.

3. Customer Service Excellence:

- Champion a customer-first culture within the branch operations team.

- Ensure timely and accurate resolution of customer queries, service requests, and grievances.

- Monitor customer service metrics and implement strategies to improve customer satisfaction.

- Act as a point of escalation for complex customer service issues.

4. Team Leadership & Development:

- Lead, mentor, and motivate a team of operations executives and support staff.

- Conduct performance reviews, provide constructive feedback, and identify training and development needs for the team.

- Foster a collaborative and high-performance work environment.

- Manage staff scheduling, leave, and attendance to ensure adequate operational coverage.

5. Sales Support & Collaboration:

- Collaborate closely with the Branch Sales Manager and sales team to provide seamless operational support for achieving business targets.

- Ensure timely and accurate processing of new business applications and policy servicing requests.

- Provide operational insights and support for new product launches or sales initiatives.

6. Reporting & Analysis:

- Prepare and submit regular operational reports to regional management, highlighting key performance indicators, challenges, and achievements.

- Analyze operational data to identify trends, areas for improvement, and opportunities for cost optimization.

- Maintain accurate records and documentation as required by company policy and regulations.

Qualifications:

Education: Bachelor's/Master's degree in Business Administration, Finance, Commerce, or a related field. A Master's degree or professional qualification (e.g., in Insurance) is a plus.

Experience: 7-10 years of progressive experience in operations management, with at least 3-5 years in a leadership or managerial role within the insurance or financial services industry.

Industry Knowledge: In-depth understanding of insurance products (Life/General/Health, as applicable), policy administration, claims processes, and regulatory frameworks (especially IRDAI guidelines).

Operational Expertise: Proven track record of managing complex operational workflows, process improvement, and implementing best practices.

Leadership Skills: Strong leadership, team management, and motivational abilities.

Communication: Excellent verbal and written communication skills, with the ability to interact effectively with customers, employees, and senior management.

Analytical & Problem-Solving: Strong analytical skills to interpret data, identify issues, and develop effective solutions.

Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with core insurance operating systems/CRM software.

Compliance Mindset:

- A strong commitment to ethical practices and regulatory compliance.

- Key Performance Indicators (KPIs)

- Operational efficiency metrics (e.g., TAT for policy issuance, claims support, service requests).

- Customer Satisfaction (CSAT) scores for operational services.

- Compliance audit scores and error rates.

- Team productivity and attrition rates.

- Adherence to operational budgets.