Shriram Life Insurance - Senior Manager - Regional Operations Manager

We are looking for an experienced and strategic Senior Manager Regional Operations Manager to oversee the smooth functioning of branch operations across the region.

This role requires a proactive leader with a sharp eye for process optimization, governance, compliance, and team development.

The ideal candidate will have strong operational experience in managing multi-location teams and delivering results through structured execution and performance metrics.

Key Responsibilities

Operational Excellence

- Supervise day-to-day operations, including policy issuance, customer service, renewal collections, and claims coordination.

- Conduct regular branch audits, governance reviews, and on-ground support visits to ensure operational consistency and compliance.

- Drive process improvements, reduce TATs (Turnaround Times), and optimize service delivery mechanisms.

- Ensure accurate and timely data entry, documentation, and adherence to process SLAs across all branches.

Performance Management & Strategy

- Define and track KPIs and operational SLAs for branch performance; identify gaps and implement improvement initiatives.

- Monitor and present performance data; derive insights from operational trends to influence strategic decisions.

- Prepare and share weekly/monthly dashboards, region-wise scorecards, and exception reports with

senior leadership.

People Leadership

- Build, manage, and inspire a high-performing operations team across branches in the assigned region.

- Conduct regular training sessions and team huddles to ensure product/process knowledge and service excellence.

- Promote a culture of ownership, accountability, and continuous learning.

- Implement succession planning and talent development strategies for key operational roles.

Governance & Compliance

- Ensure strict adherence to regulatory guidelines, audit standards, and company policies across all branches.

- Partner with Compliance, Risk, and Legal teams to address observations and ensure timely resolution.

- Act as the first point of contact for any branch-related operational escalations and support required.

Stakeholder Collaboration

- Work closely with cross-functional teams such as Sales, IT, HR, Compliance, Product, and Finance to ensure smooth regional operations.

- Support new process rollouts, systems implementations, and pilot initiatives across branches.

Required Qualifications and Experience

- Minimum of 10 years of experience in operations, with at least 5 years in a regional leadership role.

- Proven experience in managing multi-location branch operations in sectors like Insurance, Banking, NBFCs, Fintech, or Retail.

- Strong understanding of policy lifecycle processes, customer service protocols, renewals, and claims handling (for insurance sector roles).

- Hands-on experience with governance, SOP implementation, and audit readiness.

Core Competencies & Skills

- Strong team handling and people management skills ability to mentor, coach, and uplift teams.

- Excellent analytical and problem-solving abilities.

- Proficient in MS Excel, MIS reporting, and operational dashboards.

- High emotional intelligence and interpersonal communication skills.

- Process-driven, detail-oriented, and a strong executor.

- Readiness to travel frequently across the region for on-ground reviews and team interaction.

Preferred Skills (Nice to Have):

- Working knowledge of CRM/ERP systems, ticketing tools, or operations workflow platforms.

- Six Sigma/Lean Certification or formal training in process excellence.

- Familiarity with IRDAI regulations (for insurance sector roles).

Why Join Us?

- Leadership role with the opportunity to drive impact across a fast-growing organization.

- Work in a collaborative, mission-driven environment that values operational excellence and customer centricity.

- Competitive compensation, benefits, and learning opportunities