Branch Operations Executive

Job Title: Assistant Manager / Deputy Manager

Role: Branch Operations Executive

Reports To: Senior Manager

Education: Graduate

Work Experience: 1 – 4 years

Work Location: Residency Road, Bengaluru

Department: Operations

Objective of the Role

To support smooth branch operations while ensuring high levels of customer service, process compliance, and operational efficiency. The role will also contribute towards branch business outcomes through cross-sell support, persistency management, collections follow-up, and customer engagement activities.

Key Responsibilities

Branch Operations

• Process new business, servicing, and policy-related transactions as per defined TATs.
• Handle customer walk-ins and provide effective resolution to service requests.
• Ensure accurate documentation, policy issuance support, and record maintenance.
• Maintain compliance with company policies, IRDAI guidelines, and audit requirements.
• Coordinate with Sales, Underwriting, Customer Service, and HO teams for operational support.
• Support branch administration activities and MIS reporting requirements.

Cross-Sell Support

• Identify cross-sell opportunities from customer interactions and existing policyholder base.
• Generate and share leads with the sales team for insurance and related product offerings.
• Promote digital servicing and customer engagement initiatives.

Persistency Management

• Support renewal premium collection activities to improve branch persistency.
• Track due renewals and coordinate customer reminders.
• Assist sales teams in achieving renewal and retention targets.
• Maintain renewal and lapse management records.

Collections

• Follow up with customers for pending premium payments and outstanding collections.
• Support collection drives and branch-level campaigns.
• Maintain collection trackers and provide regular updates to branch leadership.
• Coordinate with internal stakeholders for closure of collection-related cases.

Customer Service & Engagement

• Deliver a superior customer experience during all customer interactions.
• Resolve customer queries promptly and professionally.
• Support branch-level customer engagement initiatives and campaigns.

Key Performance Indicators (KPIs)

• Branch Operations TAT adherence
• Error-free transaction processing
• Customer service quality scores
• Cross-sell lead generation
• Persistency and renewal collection support
• Collection target achievement
• Compliance and audit scores
• Process adherence and productivity metrics

Educational Qualification

• Graduate in any discipline (B.Com, BBA, BA, B.Sc. preferred)
• MBA freshers may also be considered

Experience

• 1 year + in Operations, Customer Service, Banking, Insurance, NBFC, Telecom, Retail, or similar sectors.

Required Skills

• Good communication and interpersonal skills
• Customer-centric approach
• Attention to detail and accuracy
• Basic knowledge of MS Excel and MS Office
• Ability to manage multiple tasks and deadlines
• Teamwork and stakeholder management
• Problem-solving and analytical mindset