Senior Manager - Policy Servicing - Mumbai (Goregaon East)

OBJECTIVE OF THE ROLE To ensure accurate and timely resolution of issues arising from product setup/configuration gaps, system defects, or process anomalies impacting customer policies. The role is responsible for end-to-end query analysis, impact assessment, execution of data corrections/patches, and coordination with cross-functional teams . 1. Product Setup Issue Resolution & Data Correction Management Objective Ensure accurate identification, analysis, and resolution of issues arising from product setup/configuration defects, system limitations, or processing gaps impacting policy administration and customer servicing. Key Responsibilities Analyze and investigate issues identified in product setups, system configurations, and policy administration processes. Perform impact assessment to determine financial, operational, regulatory, and customer implications. Execute data corrections, system patches, and policy-level rectifications with high standards of accuracy and control. Validate correction requirements and ensure completeness of implementation. Conduct root cause analysis and identify preventive measures to avoid recurrence. Coordinate with Technology, Actuarial, Risk, Projects, Operations, and Product teams for issue resolution. Monitor issue resolution timelines and ensure closure within agreed service levels. Maintain detailed documentation, audit trails, approvals, and evidence for all corrections and system interventions. Support testing and verification of system fixes, product setup changes, and enhancement deployments. 2. Query Analysis & Resolution Objective Ensure timely and effective resolution of queries related to product setup, policy processing, system configurations, and data discrepancies raised by business, operational risk, project, and servicing teams. Key Responsibilities Receive, analyze, and track system- and product setup-related queries from stakeholders. Perform end-to-end assessment of issues to understand scope, impact, and resolution approach. Identify risks affecting policy servicing, customer outcomes, financials, and operational controls. Recommend corrective actions and coordinate implementation with relevant stakeholders. Validate resolutions and obtain necessary approvals prior to closure. Maintain issue logs, trackers, and management reporting for monitoring pending and resolved cases. Identify recurring trends and recommend process/system enhancements to improve operational efficiency. Support audits, reviews, and governance requirements by providing issue analysis and resolution records. Functional Skills Strong understanding of Life Insurance products and Policy Servicing processes. Experience in handling product setup issues, policy corrections, and data patch execution. Knowledge of policy administration systems and product configuration concepts. Strong analytical and problem-solving skills with ability to perform impact assessments. Strong knowledge of Life Asia and related servicing systems. Ability to coordinate with multiple stakeholders across operations, technology, actuarial, and project teams. Technical Skills Advanced proficiency in MS Excel (data analysis, reconciliation, validation, lookup functions, reporting). Experience working with Policy Administration Systems (Life Asia), CRM platforms, and workflow tools. Basic knowledge of SQL/data querying and data analysis concepts (preferred). Experience in executing and validating bulk data corrections and system patches. Strong documentation and reporting skills.