Senior Manager - Branch Ops - Mumbai (Goregaon East)

Position: Lead – Branch Support Department: Operations Location: Mumbai. Reporting to: Process Manager(AVP and Above) Key responsibilities Act as the primary point of contact for all branch-level operational queries and escalations from internal teams and customers. Coordinate with cross‑functional teams (operations, IT, finance, compliance, etc.) to resolve branch issues within defined timelines. Monitor day‑to‑day branch activities to ensure adherence to standard operating procedures and service quality benchmarks. Support branches during new product/process rollouts, ensuring proper communication, training, and documentation. Analyze recurring issues, identify root causes, and drive process improvements to reduce errors and TAT. Prepare and share periodic MIS/reports on branch support tickets, resolutions, and service trends with management. Assist in audits and compliance reviews by providing data, clarifications, and ensuring closure of audit points. Guide and mentor junior branch support executives, allocating work and tracking productivity. Maintain updated knowledge of systems, policies, and regulatory guidelines relevant to branch operations. Required skills and competencies Strong understanding of branch operations and customer service processes. Excellent communication and coordination skills to work with multiple stakeholders. Problem‑solving attitude with ability to handle pressure and time‑bound escalations. Proficiency in MS Office (Excel, PowerPoint, Word) and ticketing/CRM tools. Attention to detail, documentation skills, and high ownership of tasks. Qualifications and experience Graduate in any discipline; MBA or equivalent preferred 6+ years of experience in branch operations / support / customer service in insurance, with at least 2 years in a senior or lead role.