Head – Central Operations (Life Insurance)

Company Overview

Not specified

Job Summary

The Head – Central Operations will be responsible for leading and driving end-to-end insurance operations across Central Operations, Branch Operations, and Policy Servicing functions. This role focuses on operational excellence, regulatory compliance, process optimization, customer experience enhancement, and stakeholder management, ensuring seamless execution throughout the policy lifecycle.

Responsibilities

• Lead and manage end-to-end Central Operations, including New Business, Policy Servicing, Claims Support, Renewals, Distribution Operations, and Customer Service functions.
• Drive operational efficiency across the complete policy lifecycle, from onboarding and policy issuance to servicing, renewals, and policy closure.
• Establish and monitor service delivery standards, Turnaround Times (TATs), Service Level Agreements (SLAs), productivity metrics, and customer experience benchmarks.
• Ensure compliance with all applicable Insurance Regulatory and Development Authority of India (IRDAI) regulations, governance requirements, audit standards, and data protection frameworks.
• Partner closely with business, sales, underwriting, claims, risk, technology, and customer service teams to improve operational effectiveness.
• Drive automation, digitization, process re-engineering, and continuous improvement initiatives to enhance scalability and operational excellence.
• Lead branch operations governance and ensure consistent operational practices across locations.
• Manage vendor relationships, outsourcing partners, and operational risk controls.

Qualifications

• A minimum of 12–17 years of experience (around 15 years preferred) in the Life Insurance industry.
• Strong exposure to Central Operations, Branch Operations, Policy Servicing, Customer Service Operations, and Distribution Operations.
• Deep understanding of the end-to-end insurance policy lifecycle.
• Strong knowledge of IRDAI regulations, compliance frameworks, operational governance, and data protection requirements.
• Proven experience in leading large teams and managing pan-India operations.

Preferred Skills

Not specified

Experience

12–17 years of experience, with a preference for around 15 years in the Life Insurance industry.

Environment

Not specified

Salary

Not specified

Growth Opportunities

Not specified

Benefits

Not specified