MID office Manager

Job Title: Chief Manager / AVP – FIG Sales Support

Role: Mid Office Manager

Department: FIG (Credit Life)

Sub Dept: FIG Sales Support

Location: Goregaon (East), HO Mumbai

Education: Post Graduate

Experience: 5 years +

Reporting To: Senior Vice President

Role Purpose

The Mid Office role acts as a critical coordination and governance function between the FIG Sales team and various Head Office support functions including Operations, IT, Finance, HR, Compliance, Underwriting, and Customer Service. The role ensures smooth execution of business processes, timely resolution of operational issues, implementation of new initiatives, process adherence, and effective stakeholder management across the FIG business.

Key Responsibilities

Business Coordination & Support

• Act as the point of contact between Sales teams and Head Office functions.
• Coordinate with field sales teams to address operational and process-related challenges.
• Monitor business issuance, policy servicing, and transaction turnaround times (TATs).
• Support implementation of business strategies and operational initiatives.

Stakeholder Management

• Liaise with Operations, Finance, IT, HR, Compliance, Underwriting, Legal and Risk teams for seamless business execution.
• Ensure timely escalation and closure of issues impacting business performance.
• Coordinate cross-functional meetings and track action item closure.

Process Governance & Controls

• Monitor adherence to approved business processes, SOPs and regulatory requirements.
• Track operational exceptions and ensure corrective actions are implemented.
• Support internal audits, compliance reviews, and regulatory requirements.
• Maintain process documentation and governance trackers.

Project & System Support

• Partner with IT teams for system enhancements, automation initiatives, and issue resolution.
• Participate in User Acceptance Testing (UAT) and deployment activities.
• Support implementation of new products, process changes, and digital initiatives.
• Ensure smooth rollout of system releases to field teams.

Finance & Business Reconciliation Support

• Coordinate with Finance for business-related reconciliations and reporting.
• Assist in monitoring payouts, invoicing, collections, and financial controls wherever applicable.
• Support closure of finance-related queries impacting business operations.

Sales Support

• Act as the operational backbone for FIG Sales teams.
• Provide timely communication on process changes, product launches, and system enhancements.
• Resolve sales team queries through coordination with relevant stakeholders.

Key Deliverables

• Timely resolution of business and operational issues.
• Process compliance and governance adherence.
• Accurate and timely MIS reporting.
• Successful implementation of business projects and system enhancements.
• Improved turnaround time and stakeholder satisfaction.
• Effective coordination between field and Head Office teams.