Associate Director / Director - Insurance Policy Operations

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 through technology-led operations, scalable infrastructure, and customer-centric execution.

At AssetPlus, operations are not treated as a support function. They are a strategic growth engine that drives trust, customer experience, partner confidence, and business scalability.

We are looking for a seasoned operations leader to build and scale a world-class Insurance Policy Operations function capable of supporting high growth, operational excellence, compliance precision, and seamless partner experience.

Role Overview

The Associate Director / Director - Insurance Policy Operations will lead the complete policy operations ecosystem across health and life insurance businesses, driving operational governance, process excellence, policy servicing efficiency, compliance adherence, insurer coordination, and customer experience outcomes at scale.

This role requires deep expertise in insurance policy lifecycle management along with strong leadership capabilities to build scalable processes, lead large operations teams, manage insurer relationships, and drive operational transformation initiatives.

The individual will be responsible for ensuring policy issuance accuracy, servicing excellence, renewal efficiency, SLA adherence, audit readiness, escalation governance, and automation-led operational scalability.

The ideal candidate combines operational depth, strategic thinking, execution rigour, and people leadership while thriving in fast-paced fintech environments.

Key Responsibilities

1. Insurance Policy Operations Leadership

Lead the end-to-end Insurance Policy Operations function covering proposal processing, underwriting coordination, policy issuance, servicing, renewals, endorsements, cancellations, refunds, and escalations.

Define operational frameworks, governance structures, and service delivery standards across policy operations.

Drive operational scalability while maintaining high standards of accuracy, compliance, and turnaround time.

Establish operational KPIs, productivity benchmarks, and SLA governance mechanisms across all policy servicing functions.

Build strong review mechanisms for operational quality, exception handling, and process adherence.

2. Policy Issuance & Servicing Governance

Oversee end-to-end policy issuance workflows across health and life insurance products across multiple vendors.

Ensure proposal verification, payment validation, underwriting coordination, insurer follow-ups, and policy issuance are completed within defined SLAs.

Drive operational controls to eliminate issuance leakages, incorrect policy issuance, documentation gaps, and servicing delays.

Manage critical and high-value escalations requiring insurer coordination or internal approvals.

Ensure timely resolution of pending issuance, discrepancy, and exception cases.

3. Renewals, Endorsements & Persistency Management

Lead the renewals and persistency operations framework to improve renewal conversion and customer retention across all vendors.

Oversee endorsement processing, policy modifications, corrections, cancellations, and refund operations with strong validation controls.

Build proactive renewal governance mechanisms, including customer outreach tracking, insurer coordination, and lapse prevention initiatives.

Monitor renewal TATs, endorsement quality, and servicing efficiency through operational dashboards and reporting structures.

4. Compliance, Audit & Risk Governance

Ensure complete adherence to IRDAI regulations, insurer SOPs, compliance standards, and internal governance frameworks.

Drive operational audit readiness across all policy servicing processes with a strong focus on documentation hygiene and process accuracy.

Partner with Compliance, Risk, and Legal teams to identify and mitigate operational and regulatory risks.

Lead internal and external audits, ensuring zero critical observations and timely closure of audit findings.

Establish quality control frameworks, file audit mechanisms, and compliance review processes.

5. Team Leadership & Capability Building

Build, mentor, and lead high-performing policy operations teams across multiple operational verticals.

Create a culture of accountability, ownership, operational discipline, and continuous improvement.

Drive workforce planning, productivity management, and operational capacity optimisation.

Conduct leadership reviews, performance governance sessions, and capability-building programs.

Identify skill gaps and implement structured training initiatives to strengthen domain and operational excellence.

6. Stakeholder & Insurer Management

Act as the primary operational point of contact for insurer partners, internal stakeholders, strategic business teams and vendors.

Build strong working relationships with insurance companies to improve issuance efficiency, servicing responsiveness, and escalation management.

Collaborate closely with Technology, Product, Sales, Customer Experience, and Compliance teams for seamless operational execution.

7. Process Excellence & Automation

Identify operational bottlenecks, manual dependencies, and process inefficiencies across policy operations.

Drive automation initiatives and workflow digitisation in partnership with Product and Technology teams.

Lead implementation of operational dashboards, workflow engines, servicing tools, and process control mechanisms.

Improve operational efficiency through standardisation, process redesign, automation adoption, and continuous improvement initiatives.

Build scalable operating models capable of supporting future business growth.

8. Operational MIS & Strategic Reporting

Drive data-led operations management through real-time dashboards, reporting frameworks, and operational analytics.

Monitor key metrics including issuance TAT, backlog trends, productivity, quality scores, policy discrepancy rates, renewals, and SLA adherence.

Present operational insights, business risks, and improvement recommendations to senior leadership.

Establish forecasting and operational planning models aligned with business growth and servicing volumes.

Skills & Competencies

• Deep expertise in Insurance Policy Operations across health and life insurance products, managing multiple vendors.
• Strong understanding of policy lifecycle management, underwriting coordination, renewals, endorsements, and servicing operations.
• Proven leadership experience managing operations teams in fintech, insurance, broking, or InsurTech environments.
• Strong operational governance, compliance, audit, and risk management capabilities.
• Excellent stakeholder management and insurer relationship handling skills.
• Strong analytical orientation with expertise in operational MIS, reporting, and process metrics.
• Experience driving automation, workflow transformation, and operational scalability initiatives.
• Exceptional leadership, communication, and problem-solving skills.

Qualifications & Experience

• Graduate or Postgraduate in Business Administration, Insurance, Operations, Commerce, or related disciplines.
• 12-18+ years of experience in Insurance Policy Operations or Insurance Servicing functions.
• Minimum 6-8 years of leadership experience managing teams and operational governance.
• Experience in insurance aggregators, digital insurance platforms, or multi-insurer ecosystems preferred.
• Strong exposure to insurer coordination, operational escalations, audit management, and policy servicing frameworks.

What Does Working at AssetPlus Look Like

• Build the Future of Insurance Operations
• Lead one of the most critical operational functions within a rapidly scaling fintech ecosystem.
• Drive Strategic Transformation
• Play a key role in building scalable, technology-led insurance servicing frameworks.
• Leadership with Impact
• Shape operational culture, team capability, customer experience, and partner confidence at scale.
• Innovation & Ownership
• Work in a high-ownership environment where operational excellence and innovation are equally valued.
• Growth-Focused Culture
• Be part of a fast-moving organisation focused on continuous learning, operational maturity, and long-term leadership development.

Why Join Us

• Lead and transform large-scale Insurance Policy Operations in a high-growth fintech environment.
• Drive meaningful impact across customer experience, partner servicing, operational efficiency, and business scalability.
• Build future-ready operational frameworks powered by technology and automation.
• Work alongside ambitious teams solving complex operational challenges at scale.
• Thrive in a culture built on ownership, execution excellence, customer obsession, and continuous innovation.

If you are passionate about insurance operational leadership, insurance servicing excellence, and building scalable policy operations ecosystems, AssetPlus offers the opportunity to create lasting impact at scale.