TL-DCM-Central Ops PI-Thane

Job Description – Lead, Digital Process (Policy Issuance)

Job Band: JB 9

Department: Policy Issuance

Function: Operations

Reporting To: Head – Policy Issuance

Superior's Superior: Head – Central Operations

Company: Aditya Birla Sun Life Insurance Co. Ltd

Business: Life Insurance

Location: GCorp, Thane, Mumbai

Date: July 2026

• Job Purpose The role aligns with the company's digital strategy across policy issuance processes.
  
  

Driving digital conversion at onboarding and transitioning customer management to digital channels.

Publishing analytics-driven reports to track endtoend issuance and identify process gaps.

Ensuring compliance with eIA opening and CKYC registration with CERSAI.

Managing vendor for end to end Processing of Policy Issuance activities

Automation of Processes & improve effectiveness in process

• DimensionsAudit Management & Compliance Governance
• Lead end-to-end management of Internal Audit, Regulatory Audit, Concurrent Audit, and Process Reviews.
• Coordinate with Audit, Compliance, Operations, IT, Sales, and partner teams for timely closure of audit observations.
• Track audit observations, agree action plans, and ensure implementation within committed timelines.
• Drive corrective and preventive actions to mitigate operational, compliance, and regulatory risks.
• Monitor adherence to IRDAI guidelines, internal policies, SOPs, and governance requirements.
• Prepare audit responses, management updates, and closure notes for leadership review.
• Conduct root cause analysis for audit findings and identify opportunities for process strengthening.
• Maintain audit trackers, evidence repositories, and documentation to support audit reviews.
• Drive automation and control enhancements to reduce repeat observations and improve compliance effectiveness.
• Ensure readiness for periodic audits through regular process reviews, control testing, and stakeholder engagement.
• Act as the central point of contact for audit discussions, escalations, and governance forums.
  
  

Policy Issuance Performance

• High impact on customer acquisition and distributor satisfaction.
• Requires topquartile TATs and accuracy.
• Lower complaints improve brand perception.
• Complex product environment makes digital intervention critical.
  
  

Sourcing Channels & Login Modes

• Multiple sourcing channels: Agency, HDFC, Banca, Third Party, Direct Marketing, POSP, Policy Bazaar.
• Login modes: Online D2C (1–5%), Sales-Assisted Digital EApp (95%).
• Direct impact on customer experience and business performance.
  
  

Process Requirements

• 24×7 operations requiring crossfunctional coordination.
• Dependencies on Accounts, Branches, Underwriting, IT, Partners, etc.
• Straight Through Issuance: Day1 = 22%, EApp/Online > 90%.
• Frequent IT failures require alternate processing.
• Regular impact from product launches and regulatory changes.
  
  

Digital Environment at BSLI

• eIA adoption = 95% for eligible cases.
• CKYC registration = 95% for eligible cases.
• Multiple partner-specific onboarding integrations.
• Job Context & Major Challenges Technology adaptation issues and low FTR.
  
  

High volatility in business volumes creating monthend pressure.

Need for competitive service delivery through partner management.

Industry benchmarking for differential service approvals.

Team motivation and deadline management under system constraints.

Managing case movement across systems and daily reconciliations.

Ensuring correctness in premium application and money management.

Driving enhancements in eApp and digital onboarding.

Managing multiple priorityshifting projects.

• Principal AccountabilitiesDriving Digital Adoption
• Design and implement digital initiatives.
• Create strategies for longterm adoption.
• Influence stakeholders across sales, clients, and partners.
• KPIs include EApp usage, D2C, eIA, GoGreen, My Insurance portal, analytics, etc.
  
  

Project Management

• Drive innovative digital projects with clear timelines.
• Engage stakeholders including sales, vendors, and partners.
• Manage governance mechanisms and reviews.
  
  

Business Analysis

• Prepare requirement documents and conduct research.
• Coordinate during project design and implementation.
• Manage scope and system testing with IT and Sales.
  
  

Collaborative Implementation

• Drive outcomes through crossfunctional teams.
• Build relationships for sustained results.
  
  

Policy Issuance, Training & Efficiency

• Act as backup for Policy Issuance process managers.
• Drive partner SLAs and timely policy issuance.
• Conduct training workshops and capability building.
• Develop succession plans and employee engagement.
  
  

Reopen Management

• Manual management of cases reopened for PI related cases
• PIVC team – management of cases received from PIVC team
• UW cases- Management of cases received UW team post issuance
  
  

Tracking of cases end to end & tracking for closure of reqts & issuance.

Identify automation opportunities including eIA, CKYC, and policy credit processes. Additional Digital Projects, Process Governance & Knowledge Management Responsibilities

Mandate Registration

• Manage end-to-end mandate registration process across channels.
• Monitor registration success rates and exception handling.
• Ensure adherence to validations, operational controls, and compliance requirements.
  
  

AI Initiatives

• Drive AI-based automation initiatives and use cases.
• Monitor model performance, output accuracy and governance.
  
  

MIS & Analytics

• Develop MIS reports, dashboards and business insights.
• Automate reporting and ensure data accuracy.
  
  

Digital Adoption & Mandating

• Drive Digital AE mandating and onboarding initiatives.
• Track adoption metrics and digital conversion performance.
  
  

Leakage & Issuance Visibility

• Monitor issuance leakage and business dashboards.
• Recommend corrective actions and performance improvements.
  
  

OCR & AI Governance

• Manage OCR dashboards, access controls and reporting.
• Oversee OCR workflows, exception handling and AI at SeshaSai initiatives.
  
  

Knowledge Management

• Conduct KT sessions and maintain SOP documentation.
• Support training, capability building and process continuity.