Deputy Manager - Claims

HDFC Life; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HDFC Life is seeking a Corporate Agency Manager - Banca in Mumbai. The role requires 5 years in customer service within the BFSI sector and at least 1 year of team handling experience. Graduate or postgraduate qualifications are preferred. Prior life insurance experience and grievance recovery knowledge are advantageous.

You will oversee process adherence, escalation handling, and dashboard reporting while driving improvements and ensuring timely resolutions across functions.

Qualifications

• Customer service excellence with process orientation.
• Ability to manage escalations across cross-functional teams.
• Ensure productivity aligned with SLAs.
• Identify gaps and drive process improvements.
• Monitor complex cases to meet TAT and quality metrics.
• Update MIS reports as per SOP guidelines.
• Share referrals within defined timelines.
• Maintain clear communications with internal stakeholders.
• Create monthly dashboards covering TAT, quality, and closures.
• Plan strategies to ensure timely closure of litigation cases.

Responsibilities

• Ensure process completion as per SOPs and TAT targets.
• Handle escalations with cross-functional teams to safeguard customer experience.
• Maintain productivity per SLA and quality standards.
• Identify gaps and implement changes for process improvements.
• Monitor and resolve complex cases within expected timelines.
• Prepare and update MIS dashboards and reports.
• Coordinate referrals and ensure timely sharing.
• Communicate effectively with internal stakeholders.
• Develop monthly dashboards for TAT, quality, and closure metrics.
• Strategize to close litigation cases on time.

Skills

Customer Service

Team Handling

BFSI Domain

SLA Management

SOP Compliance

Education

Graduate or Post Graduate

Tools

MS Excel

Job description

View our open jobs, apply and let your dreams take wing.

Support (18)

Operations (45)

Function

Preferred Location Location

Corporate Agency Manager - Banca

1 - 2 Years

What are we looking for?

• Ensuring process completion as per pre-defined TAT and Standard Operating Procedure (SOPs).
• Handling escalations with cross-functional departments to ensure smooth customer/stakeholder experience.
• Ensuring the productivity, as per Service Level Agreements. (SLA).
• Identifying the gaps and implementing changes for overall process improvement
• Monitoring complex cases to ensure correct processing of cases within TAT
• Updating MIS as per predefined guidelines to ensure smooth flow of the departmental process.
• Ensure referrals are shared within timelines.
• Managing communications with internal stakeholders as per pre-defined norms.
• Making monthly dashboard of TAT, Quality and closure numbers.
• Planning and make strategy to ensure litigation cases are closed well on time.

What does the job entail?

Work Experience

Educational Qualification: Minimum Graduate/ Post Graduate.

Work Experience – 5 years’ experience (Customer Service Team handling experience in BFSI industry)

Minimum 1 year team handling experience.

Candidate with Life insurance experience & Customer's Grievance Recovery process knowledge will be preferred.