Associate Director / Director - Insurance Policy Operations

Associate Director / Director - Insurance Policy Operations

Department: Insurance Policy Operations

Reporting To: Vice President - Customer Experience & Operations

Location: Chennai

Employment Type: Full-Time

About AssetPlus

AssetPlus is one of India's fastest-growing fintech platforms, transforming how investors and advisors experience mutual funds and insurance. Operations here are a core growth engine, not a back office — driving customer trust, partner confidence, and business scale.

Role Overview

You will own the end-to-end Insurance Policy Operations function across health and life lines - proposal to issuance, servicing, renewals, and escalations. The role blends operational depth with people leadership: building scalable processes, running large teams, managing insurer relationships, and delivering on accuracy, SLA, compliance, and customer-experience outcomes.

Key Responsibilities

1. Policy Operations Leadership

• Run issuance end to end: proposal verification, underwriting coordination, payment verification, and insurer follow-ups through to accurate, timely issuance across vendors - eliminating leakages and documentation gaps.

• Own servicing and retention: renewals, endorsements, corrections, cancellations and refunds under validation controls, driving conversion and lapse prevention through outreach, and resolving high-value escalations.

• Set the governance layer: operating framework, KPIs, SLA mechanism and review cadences for quality, exception handling, and process adherence.

2. Stakeholder & Insurer Management

• Serve as the primary operational contact for insurer partners and vendors.

• Strengthen insurer relationships to improve issuance and servicing responsiveness.

• Collaborate with Technology, Product, Sales, CX, and Compliance for seamless execution.

3. Team Leadership

• Build and mentor high-performing teams across operational verticals.

• Drive workforce planning, capacity optimisation, and a culture of ownership and accountability.

• Close skill gaps through structured training and capability programs.

4. Process Excellence, Automation & MIS

• Identify bottlenecks and manual dependencies; drive workflow digitisation with Product and Technology.

• Implement dashboards, workflow engines, and servicing tools to manage operations in real time.

• Track issuance TAT, backlog, productivity, quality, discrepancy rates, renewals, and SLA adherence; surface insights and forecasts to senior leadership.

Qualifications & Experience

• Graduate / Postgraduate in Business, Insurance, Operations, Commerce, or a related field.
• 10–12+ years in Insurance Policy Operations or servicing, with 6–8+ years leading teams.
• Experience across multi-insurer ecosystems, aggregators, or digital insurance platforms preferred.
• Proven strength in operational governance, insurer coordination, audit management, compliance, and MIS-led decision-making.

Why This Role

Lead one of the most critical functions in a fast-scaling fintech, building technology-led insurance servicing from the ground up. High ownership, real impact across customers and partners, and a culture built on execution excellence and continuous learning.