Operations Executive

Role Purpose

To lead operations, ensure TAT, quality, compliance and SOP adherence, manage escalations, monitor team performance, and continuously improve operational efficiency.

Key Responsibilities

• Monitor Quote, New Business, Renewal, Claims and Service Request trackers for TAT, quality and pending cases.
• Identify TAT breaches, conduct root-cause analysis, and ensure corrective actions.
• Audit transactions, documentation and data for accuracy, quality and compliance.
• Ensure adherence to SEBI, AMFI, IRDAI and internal policies.
• Review, update and implement SOPs and process changes.
• Vet quotes and critical transactions before sharing with Sales.
• Handle complex escalations, urgent transactions and high-value claims.
• Coordinate with insurers, principals, vendors and technology partners for pending/escalated cases.
• Monitor operational dashboards, system issues and data quality.
• Conduct daily team huddles, allocate work and monitor real-time productivity.
• Review Day-End reports, pending cases and next-day priorities.
• Conduct KPI/performance reviews, coaching and employee appraisals.
• Conduct regular product/process/compliance training and identify skill gaps.
• Coordinate with Sales Team to ensure smooth business and service delivery.
• Identify process bottlenecks, automation and system enhancement opportunities.
• Conduct periodic principal/vendor performance and relationship reviews.

Key KPIs

• TAT adherence
• Error & rework rate
• Renewal/retention performance
• Claims & service resolution TAT
• Compliance & audit observations
• Team productivity
• Data accuracy
• Escalation closure
• SOP adherence
• Training & skill development
• Process improvement/automation

Required Competencies

Team Leadership | Operations Management | Quality Control | Compliance | SOP Management | Escalation Handling | Stakeholder Management | Analytical Thinking | Problem Solving | Communication

Qualification & Experience

Graduate with 5+ years of relevant experience in wealth management, insurance, mutual fund, financial services or related operations, with team-handling experience.