Senior Manager - Policy Servicing

Role: Senior Manager - Policy Servicing

Work Location: Goregaon (East)

Department: Policy Servicing, Operations

Experience: 6 years +

Education: Graduate / Post Graduate

Responsible for managing end-to-end resolution of system-related issues impacting customer policies, including data corrections and query handling. The role involves impact assessment, root cause analysis, and coordination with cross-functional teams to ensure timely, accurate, and controlled closure of issues.

1. Data Correction Management

Objective:

Ensure accurate identification, impact assessment, and resolution of issues arising from system bugs or constraints affecting customer policies.

Key Responsibilities:

• Identify and assess system-related issues impacting customer policies.
• Evaluate financial and non-financial impacts arising from such issues.
• Execute data correction activities with high standards of accuracy, completeness, and control validation.
• Analyze root causes and assess downstream implications.
• Collaborate with cross-functional teams including Actuarial, Risk, Projects, and Line Functions.
• Monitor progress and ensure timely resolution and closure of issues.
• Maintain comprehensive documentation and audit trails for all activities.

2. Query Resolution

Objective:

Ensure timely and effective resolution of system-related queries raised by Operational Risk and Projects teams.

Key Responsibilities:

• Consolidate and track system-related queries and issues.
• Perform end-to-end analysis to understand scope, root causes, and impact.
• Identify risks affecting processes, controls, and customer outcomes.
• Recommend and implement appropriate solutions in coordination with stakeholders.
• Ensure timely closure with proper validation and approvals.
• Drive continuous improvement by identifying and addressing recurring issues.