Branch Service Manager - Operations - Jammu

Overview of the Health Insurance Sector

The health insurance market in India involves over 15 non-life private companies and 5 exclusive health insurance firms, alongside six nationalized providers. Approximately 85% of the annual business, valued around 10,000 Crores, renews with existing providers, making fresh business opportunities about 1,500 Crores. The growing SME and startup sectors offer significant potential, demanding tailored solutions and cost-effective standardized offerings to broaden channel partners' reach across the country.

Market Dynamics and Customer Expectations

With advances in medicine and shifts in lifestyle and socio-economic conditions, insurers face challenges addressing diverse customer needs. Health insurance providers are increasingly viewed as health advisors, requiring an understanding of customer psychology to offer customized wellness solutions that meet customer goals and enhance profitable revenue generation.

About Aditya Birla Health Insurance

Aditya Birla Health Insurance Company Limited (ABHICL), formed in 2015 as a joint venture between Aditya Birla Capital Limited and MMI Strategic Investments (Pty) Ltd, started operations in October 2016. Positioned as the sixth entrant with a unique proposition "Health Insurance for All," ABHICL focuses on expanding the health insurance category to broader customer segments. The company emphasizes a seamless, digital, paperless approach accessible at every consumer touchpoint.

Unique Product Offerings

• Comprehensive Incentivized Wellness Program targeting young and health-conscious individuals with motivation, guidance, and rewards.
• Chronic Care Management Program addressing chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol, and Hypertension from Day 1.
• Role as both healthcare expense payer and influencer enabling innovative products and broader consumer choices.
• Digital-first strategy with paperless identification, onboarding, and customer/employee experience.

Key Responsibilities

• Accurately receipting fresh and renewal premium applications within timelines.
• Banking and reconciliation of policy cash, cheques, and demand drafts as per guidelines.
• Managing petty cash, vendor payments, and employee reimbursement according to procedures.
• Servicing advisors, resolving commission-related queries, and coordinating with distribution management.
• Logging new business applications per underwriting guidelines to enhance issuance-to-submission ratio.
• Acting as single point of contact between customers and head office ensuring prompt and quality service.
• Supporting customer service and policy persistency through updates, renewals, and promotional activities.
• Maintaining MIS, documentation, and ensuring compliance with operational policies and audit standards.
• Assisting Branch and Relationship Heads in new business issuance follow-ups and sales support.

Challenges

• Ensuring sales and walk-in customer queries are resolved promptly and satisfactorily.
• Coordinating with operations and third-party vendors like Karvy and medical service providers for seamless processing.
• Maintaining accuracy and timeliness in all operational processes including cheques, receipts, and policy documentation.