Senior Manager - Distributions Service Delivery & Operations

Axis Max Life Insurance; Gurugram District; Sur place; INR 1 500 000 - 2 500 000; Plein temps

Résumé du poste

Axis Max Life Insurance in Gurugram seeks a senior leader to manage the Distributions Service Delivery & Operations function. You will provide strategic direction, oversee regulatory compliance, and drive efficiency through automation and data-driven governance.

You will lead end-to-end onboarding, reporting, audits, and cross-functional collaboration with IT, Compliance, HR, and Finance to achieve SLAs and maintain risk controls, with a focus on continuous improvement.

Qualifications

• Graduate/Postgraduate in Operations Management, Business Administration, or related field.
• 7-8 years of experience in a team and process management role within large organizations.
• Proven track record in leading digital transformation and high-volume operations.

Responsabilités

• Own end-to-end Distribution Service Delivery & Operations including daily MIS and compliance reporting.
• Drive governance, standardization, and continuous improvement across onboarding and distribution ops.
• Ensure regulatory governance, internal controls, audit readiness, and timely closure of observations.
• Adhere to IRDAI guidelines, risk management, and regulatory requirements.
• Lead onboarding, seller hierarchy, servicing operations, and stakeholder engagement.
• Gather requirements, prepare BRDs, document processes, and coordinate testing/UAT.
• Identify gaps and drive digitization, automation, and transformation initiatives.

Connaissances

MIS Reporting

Dashboarding

Data Analysis

Automation with AI

VBA

Python

Excel

PowerBI

Power Query

BRD Preparation

Testing & UAT

Stakeholder Mgmt

Leadership

Strategic Thinking

Formation

Operations/Business Admin degree

Outils

PowerBI

Power Query

Excel

Python

VBA

Description du poste

Responsible for managing the Distributions Service Delivery & Operations function. This role involves strategic leadership, operational oversight, stakeholder management, MIS Dashboarding and regulatory compliance. The candidate will drive efficiency through process automation and re-engineering initiatives to enhance function quality and ensure regulatory compliance & reporting.

Key Responsibilities:

• Own and lead end-to-end Distribution Service Delivery & Operations w.r.t daily MIS, regulatory and compliance reporting - ensuring operational excellence, service quality, compliance, and SLA adherence.
• Drive process governance, standardization, continuous improvement, and operational controls across all distribution and onboarding journeys.
• Take overall ownership of regulatory governance, compliance requirements, internal controls, audit readiness, and timely closure of observations.
• Ensure adherence to IRDAI guidelines, internal policies, risk management frameworks, and regulatory requirements.
• Lead distribution onboarding, seller hierarchy management, servicing operations, and stakeholder engagement across functions.
• Own business requirement gathering, BRDs, process documentation, testing, UAT, and technology implementation initiatives.
• Identify process gaps and drive digitization, automation, and transformation initiatives using Excel, VBA, Python, AI, and smart tools.
• Monitor operational KPIs, service delivery metrics, productivity, quality, TAT, and First Time-Right (FTR) performance.
• Provide leadership for issue resolution, escalation management, defect management, and cross-functional coordination.
• Prepare and review MIS, dashboards, governance reports, risk reviews, and management updates for senior leadership.
• Lead, mentor, and develop high-performing teams through effective performance management, coaching, succession planning, and building capability.
• Partner with Business, Distribution, Technology, Compliance, Audit, Risk, HR, and senior management to deliver strategic business objectives.
• Drive a strong culture of accountability, ownership, compliance, customer focus, and continuous improvement.

Key competencies/skills required

• MIS Reporting, Dashboarding & Data Analysis using Advance Excel
• Automation using AI / VBA, Macros, Python, PowerBI / Power Querry
• Business Requirement Gathering, BRD Preparation & Process Documentation
• Testing, UAT Coordination & Defect Management
• Life Insurance compliances, Distribution Operations & Seller Onboarding
• Process Management, Operational Controls & Continuous Improvement
• Strong Analytical, Problem-Solving & Root Cause Analysis Skills
• Stakeholder Management & Cross-Functional Collaboration
• Effective Verbal & Written Communication
• Team Leadership, People Development & Escalation Management
• Strategic Thinking with Strong Operational Acumen
• Team Player with a Collaborative and Growth Mindset

Measures of Success

• 1. Achievement of business SLAs, operational KPIs, compliance metrics, and strategic objectives.
• 2. Strong regulatory compliance, audit outcomes, and governance effectiveness with minimal observations.
• 3. Improved onboarding TAT, quality, productivity, and First-Time-Right (FTR) percentage.
• 4. Successful implementation of automation, digitization, and process transformation initiatives.
• 5. Reduction in operational risks, control gaps, defects, and stakeholder escalations.
• 6. Improved operational efficiency, data accuracy, and control effectiveness.
• 7. High-performing teams with strong productivity, engagement, and capability development.
• 8. Positive stakeholder feedback and effective collaboration across functions.
• 9. Timely delivery of projects, technology initiatives, and business commitments.
• 10. Continuous improvement through analytics-driven insights and governance reviews.

Key Relationships (Internal)

• Distribution Team
• MIR/ Reporting Team (BIIG)
• Compliance & Legal Team
• Human Resources (HR)
• Finance Team
• Operations Team
• IT/ Digital Team/Data Management team
• Internal Audit Team

Key Relationships (External)

• Agents / Sellers
• Regulatory Authorities
• Vendors

Educational Background:

• - Graduate/Postgraduate in Operations Management, Business Administration, or related field.

Experience:

• Minimum 7-8 years of prior experience in a team and process management role within a large, complex organization
• Proven track record of leading projects and digital transformation initiatives.
• Demonstrated success in managing high volume operations processes.
• Strong background in process automation and system management, with a focus on leveraging AI / Smart Tools.
• Experience in stakeholder management, compliances, internal & external audits