General Manager - Marine & Property Insurance

Responsibilities:

Understand Customer Complaints:

- Familiarize with customer complaints following the in-house tech flow for acceptance or rejection of complaints.

Resolution Process Ownership:

- Take ownership of the resolution process, including mailing, escalation, ombudsman, and legal proceedings.

Automation and Enhancement:

- Continuously work on various scenarios to automate draft mails and upgrade current draft mails based on feedback from companies and ombudsman.

Expert Process Integration:

- Assist in building and automating the expert process into technology platforms.

Approval Authority:

- Provide necessary approvals required for case movement towards resolution.

- Ombudsman Hearing Preparation:

- Prepare customers for ombudsman hearings as necessary.

Candidate Requirements:

Educational Qualifications:

- Preferably an Associate/Fellow from the Insurance Institute of India in General Insurance.

Experience: 8-10 years of experience in handling General Insurance operations and claims.

Analytical Skills:

- Possess good analytical skills to assess and address various customer complaints and
Team Leadership:

- Should have led a team, demonstrating strong leadership and team management capabilities.

Client Interfacing Skills:

- Mandatory requirement of good client interfacing skills to ensure effective communication and resolution of customer issues.

Process Improvement:

- Hands-on experience in continuously improving backend operational processes to enhance efficiency in handling each case/client registered with the business.

Supporting Business Excellence:

- Actively contribute to business excellence as part of the delivery operations team.

- Decision-making Skills: Strong decision-making skills and a proactive team player, dedicated to achieving service excellence.

Work Environment:

- Comfortable working in environments with flexibility regarding time and location, limited to Delhi NCR only.

- This position demands a candidate with a deep understanding of genera