Branch Service Manager - Andheri

Role Overview

This role sits at the branch level and supports day-to-day servicing, operations, documentation, collections, customer issue resolution, and coordination with head office teams, vendors, sales teams, and customers. The position focuses on accurate processing, timely follow-ups, and smooth handling of policy and account-related activities for the branch.

Key Responsibilities

• Process fresh applications and renewal premiums accurately and within the defined timelines.
• Verify applications and policies for payment, issue receipts for individual, group, and rural business, and forward original applications and supporting documents to head office or other designated teams.
• Carry out receipt cancellations whenever required, following the prescribed process.
• Manage cash, cheque, and DD banking activities, including report generation, reconciliation against physical instruments, payment entries, system updates, deposit handling, and coordination with the collection bank.
• Respond to reconciliation queries from head office and inform the banking team when cash or cheque collections are not picked up in full.
• Handle petty cash, third-party vendor payments, and employee reimbursements as per policy.
• Check vendor invoices, release vendor cheques on time, request petty cash from head office, maintain the petty cash register, and reconcile petty cash and vendor ledgers.
• Send EERS and TERS payment vouchers to head office.
• Support advisor servicing by coordinating commission cheque handovers, resolving commission-related queries, and ensuring timely issuance and dispatch of TDS certificates.
• Manage branch-level new business login and underwriting support by verifying applications, scanning and inwarding discrepant-free applications, and dispatching documents to the right vendor or head office team.
• Coordinate medical management with sales teams, PPMC, and medical service providers to speed up tests and movement of medical reports.
• Flag cheque dishonours, free-look cases, and cancelled applications to the sales force, and work with head office owners and vendors to improve policy issuance turnaround.
• Support co-workers and sales teams on new business and underwriting processes, and ensure delivery or handover of undelivered policy documents.
• Serve as the branch SPOC for customer service by greeting walk-in customers, capturing and tracking service requests, and ensuring closure through the correct systems and stakeholders.
• Process customer requests, coordinate with head office and vendors within committed timelines, and maintain records of branch-level complaints and follow-ups.
• Share customer feedback and suggestions through the company’s approved channels to improve service quality.
• Visit customers when directed by zonal or head office operations to resolve complaints or support persistency initiatives.
• Scrutinize claim documents as per guidelines and work with the sales force and claimants to complete requirements quickly.
• Support customer service and persistency efforts by updating policyholder and intermediary contact details, facilitating renewal collections, and helping with automated payment and self-service initiatives.
• Manage operational communication material for customer service and persistency programs.
• Support servicing for no-advisor policies by routing them to the retention team.
• Handle policy reinstatement cases as per the applicable guidelines.
• Participate in data cleansing activities for internal and external customer records, especially for undelivered communications.
• Maintain safe custody of policy documents and ensure proper tracking and recordkeeping.
• Implement and manage operations processes in line with zonal guidelines and internal audit requirements.
• Prepare daily, weekly, and monthly MIS reports such as collection reports, accruals, and petty cash statements.
• Act as a whistle blower from the branch when required.
• Assist the Branch Head with follow-up on new business application requirements from the branch sales team.

Additional Information

The role requires close coordination with head office teams, vendors, collection banks, sales staff, advisors, customers, and claimants. The scope includes branch operations, customer servicing, documentation control, collections, reconciliation, and support for persistency and issuance objectives.

Working Style

This is a full-time, on-site branch operations position based in Andheri, Maharashtra, India.