PHI - Associate- Branch Service- Mumbai

Prudential Health India; Mumbai; On-site; INR 300,000 - 500,000; Full time

Job summary

Prudential Health India is seeking a Branch Service Associate in Mumbai to manage daily branch operations and enhance customer experiences. The role requires a Bachelor's degree and familiarity with insurance operations, alongside the ability to adapt to evolving digital platforms.

The ideal candidate will possess strong problem-solving skills and a focus on customer satisfaction. Join us in providing impactful services in a fast-growing environment.

Qualifications

• Bachelor’s degree from a recognized institute.
• Basic understanding of the financial services industry.
• Experience in managing insurance operations.
• Ability to adapt to changing customer expectations.
• Strong focus on customer and distributor satisfaction.
• Experience in fast-paced environments using agile methodologies.

Responsibilities

• Handle day-to-day branch functioning as per procedures.
• Manage premium collection and reconciliation processes.
• Support distributor onboarding and queries.
• Drive adoption of digital platforms for customer self-service.
• Explore cross-selling opportunities to contribute to business.

Skills

Customer service

Branch insurance operations

Communication

Problem-solving

Agile methodologies

Education

Bachelor’s degree

Tools

Digital platforms

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.

Role Overview

Prudential (UK) in partnership with the HCL group plans to set up a standalone Indian health insurance company. You will join a Zero to One team undertaking a greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience. The role is a Branch Service Associate.

Typical Week (Responsibilities)

• Handle day-to-day branch functioning as per standard operating procedures:
  • Support in clearing the proposal pendency in collaboration with Sales.
  • Manage premium collection, deposition, reporting, reconciliation and refund lifecycle journey.
  • Manage walk-in customers & distributors with new product enquiry, policy servicing requests, claim requests.
  • Implement process controls to avoid regulatory, reputational or financial breaches.
  • Ensure compliance with statutory & regulatory requirements.
  • Manage administrative expenses of the branch and maintain proper financial records.
• Drive adoption of digital platforms:
  • Customer App/Portal for self‑service.
  • Distributor portal/App for customer servicing.
• Revenue:
  • Contribute to business by exploring cross‑selling opportunities, lead generation & conversion.
  • Focus on renewal collection.
• Distributor onboarding & service training:
  • Support prospective agents and help navigate the onboarding process.
  • Handle distributor queries & escalations.

Qualifications

• Have a bachelor’s degree from a recognized institute.
• Have basic understanding of the financial services industry, with good knowledge of branch insurance operations/service.
• Have knowledge and experience in managing insurance operations.
• Be comfortable with rapidly changing customer or distributor expectations and evolving technology solutions.
• Be able to think on your feet to navigate through the ecosystem and deliver solutions.
• Be obsessed with providing customer and distributor delight moments and can influence stakeholders.
• Be highly driven, going the extra mile to deliver an outstanding product to the business team and end users/customers.
• Demonstrate the ability to work in a fast‑paced and hyper‑growth environment using agile methodologies with changing expectations.

Preferred Experience

• Have up to 3 years domain experience in health, life, general insurance, banking/NBFCs.

Additional Qualities

• Have demonstrable experience in improving customer experience through well managed operations.
• Have walked extra mile in solving business problems by adopting offbeat paths.
• Have a proven track record of succeeding in complex business environments and helping colleagues succeed.

Location

Mumbai

Equal Opportunity Employer Statement

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.