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.
