Manager - Business Ops

Role overview

This role is centered on overseeing the complete workflow for Group Health Insurance policy issuance and endorsement handling. The selected professional will ensure that premiums are calculated correctly, underwriting approvals are applied appropriately, and customer service timelines are consistently met.

Policy issuance operations

The position covers the full issuance lifecycle for group health policies. This includes checking underwriting approvals, applying the correct sum insured structure, age-based pricing, family definitions, negotiated rates, loadings, discounts, and taxes. The person in this role will also make sure that policy schedules, certificates of insurance, and other related documents are prepared accurately and sent out within the agreed turnaround time.

Regular coordination will be required with underwriting, sales, finance, IT, TPA teams, brokers, corporate HR representatives, bancassurance partners, and agency channels to keep issuance activities running smoothly.

Endorsement management

The role includes managing all kinds of policy endorsements, such as member additions, deletions, corrections to sum insured, updates to member details, and refund or adjustment cases. For member additions and deletions, the candidate will need to calculate pro-rata premiums, confirm financial impact, apply underwriting loadings when required, and route refund-related endorsements through the correct approval process.

Each endorsement request must be checked against the policy wording and underwriting rules before it is processed. Accuracy in financial handling is essential to prevent revenue loss and maintain alignment with approved quotation terms.

Data validation and quality control

A key part of this job is data checking and quality assurance. The incumbent will carry out detailed sanity checks such as verifying dates of birth, calculating age, confirming relationship mappings, spotting duplicate members, validating sum insured values, checking gender details, and reconciling premiums.

Maintaining a high level of accuracy, keeping records audit-ready, and ensuring that system updates and documentation are completed correctly are important expectations in this role.

Stakeholder coordination

The position requires frequent interaction with external and internal stakeholders. This includes brokers, corporate HR teams, bancassurance and agency partners for policy clarification, premium-related discussions, escalation handling, and service updates. Internally, the role works closely with underwriting, sales, operations, claims, and finance teams to support efficient processing and SLA adherence.

Tracking, reporting, and service standards

The candidate will monitor turnaround times for policy issuance and endorsement processing, maintain daily trackers, manage open cases, and ensure compliance with service benchmarks. The role also involves preparing MIS reports covering issuance numbers, endorsement numbers, premium variance, productivity, and error-rate tracking.