Senior Manager - Branch Operations (Senior Manager - BSAT)

Hdfc Life Ltd; Mumbai; On-site; INR 1,400,000 - 2,600,000; Full time

Job summary

HDFC Life is seeking a Senior Manager - BSAT to own branch governance, risk and audit readiness. You will coordinate access controls, control reporting and improvement initiatives across branches with a hands-on leadership style.

You will lead documentation, quarterly audits, NAV certifications and master data governance, while steering cross-functional teams and ensuring timely, tracked execution.

Qualifications

• Graduate in any discipline.
• MBA/PGDM or a relevant professional qualification preferred.

Responsibilities

• Review and maintain Branch Operations documents (BCP, RCSA, risk & control governance).
• Plan and execute quarter-end audit checks with evidence readiness and closure tracking.
• Coordinate NAV certification and maintain audit trails and sign-offs.
• Own BPM documentation and reviews for current processes, controls, roles & approvals.

Skills

Branch operations

Operational risk

Audit readiness

Regulatory compliance

Stakeholder management

Process improvement

Leadership

Excel

Power BI

Education

MBA/PGDM preferred

Tools

Power BI

Job description

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

Support (22)

Operations (44)

Function

Preferred Location Location

Corporate Agency Manager - Banca

1 - 2 Years

What are we looking for?

We are looking for a Senior Manager - BSAT to take ownership of branch operations governance, risk and audit readiness, application access controls, process communication, control reporting and improvement initiatives. The role requires a hands‑on leader who can manage a broad portfolio, coordinate multiple stakeholders, guide team members and convert regulatory or business requirements into timely, tracked execution across branches.

What does the job entail?

• Review and maintain Branch Operations documents, including Business Continuity Planning (BCP), Risk and Control Self-Assessment (RCSA), risk, audit and related governance documents.
• Plan and execute quarter‑end audit checks, validations and evidence readiness, with closure tracking for observations and exceptions.
• Coordinate quarterly NAV certification and maintain supporting documentation, sign‑offs and audit trails.
• Own BPM documentation and periodic reviews to ensure processes, controls, roles and approvals remain current.

Application Access and Master Data Governance

• Lead periodic access recertification for Branch Operations applications, including LMS, TEBT, LifeAsia Mumbai/Bangalore, OEL and other relevant systems.
• Govern new‑user application access activities, ensuring correct approvals, maker‑checker controls, timely provisioning and closure of exceptions.
• Maintain Branch Master accuracy and coordinate additions, modifications and closure‑related changes with relevant stakeholders.

Control Reports, Command Centre and Operational Monitoring

• Govern the Command Centre portfolio of existing reports and audits, including approximately 25 control reports, with clear ownership, exception thresholds and escalation routines.
• Monitor report outliers and drive timely resolution with regional, zonal and central stakeholders.
• Review requirements for new control reports and periodically remove, consolidate or redesign reports that no longer add value.
• Oversee loans, surrender aversion and other operational control reports, ensuring data quality, actionable insights and closure tracking.

Customer Retention, Process Improvement and Strategic Initiatives

• Drive surrender aversion initiatives through smart cuts, review calls, performance tracking and implementation of new requirements.
• Maintain the branch visit calendar and track planned visits, observations and closure actions.
• Coordinate central receipting changes, inclusion of new channels, MICR code requirements and related implementation activities.

Stakeholder and Team Management

• Work closely with Risk, Audit, Compliance, Claims, Finance, Technology, Policy Servicing, Data, regional operations and central processing teams.
• Lead and guide assigned team members through clear work allocation, review cadence, quality checks and capability development.
• Provide concise updates, decision notes, dashboards and escalation summaries to Branch Operations leadership.

Work Experience

8+ years in BFSI operations, preferably in life insurance, with experience in branch operations, governance, risk controls, audit coordination, process management and stakeholder engagement.

Graduate in any discipline. MBA/PGDM or a relevant professional qualification is preferred.

Preferred Skills

• Strong understanding of branch operations, operational risk, internal controls, audit readiness and regulatory compliance.
• Ability to manage a diverse portfolio with multiple recurring deadlines and cross‑functional dependencies.
• Strong analytical capability, including exception analysis, root‑cause identification and control‑report rationalisation.
• Advanced proficiency in Microsoft Excel and PowerPoint; working knowledge of Power BI or similar visualisation tools is desirable.
• Excellent written and verbal communication, with the ability to create clear process notes, circulars, review decks and leadership updates.
• Effective stakeholder management, influencing and follow‑through across central and field teams.
• People leadership, work allocation, coaching and performance monitoring.
• Comfort with digital tools, workflow automation and AI‑enabled productivity solutions.