Chief Manager (Operations) - Mumbai

JOB DESCRIPTION POSITION SQA Manager DESIGNATION L4/L5 POSITION GRADE Senior Manager/Chief Manager DEPARTMENT CPC SUB DEPARTMENT Policy Servicing REPORTING POSITION L6 DOTTED LINE REPORTING TO - NO. OF POSITIONS REPORTING IN - MANAGEMENT LEVEL - OBJECTIVE OF THE ROLE To drive quality excellence within Policy Servicing through independent audits, robust control frameworks, audit governance, process re-engineering, and continuous improvement initiatives while supporting strategic transformation and strengthening operational risk management. KEY RESPONSIBILITIES Weightage Key Deliverables include; Quality Assurance & Internal Audits - Conduct independent quality reviews and internal audits of Policy Servicing processes to assess adherence to regulatory, operational, and internal control requirements. - Identify process gaps, control weaknesses, operational risks, and areas of non-compliance. - Perform root cause analysis and recommend corrective and preventive actions. - Monitor implementation and closure of audit and quality observations. - Develop and enhance quality monitoring frameworks, audit checklists, and control mechanisms. Audit Governance & SPOC Responsibilities - Act as the single point of contact (SPOC) for Internal Audit, External Audit, Compliance Reviews, Risk Assessments, Regulatory Inspections, and Management Reviews. - Coordinate audit requirements, evidence submission, stakeholder discussions, and response preparation. - Maintain audit trackers and ensure timely closure of all observations. - Support management with audit updates, risk assessments, and governance reporting. Process Re-engineering & Continuous Improvement - Evaluate end-to-end Policy Servicing processes and identify opportunities for simplification, standardization, automation, and control enhancement. - Drive process re-engineering initiatives to improve efficiency, customer experience, quality, and turnaround times. - Design preventive and detective controls to strengthen operational risk management. - Promote a culture of continuous improvement through data-driven analysis and process reviews. Strategic Initiatives & Business Excellence - Contribute to strategic Policy Servicing initiatives focused on operational excellence, digitization, automation, and customer-centric servicing. - Support implementation of new processes, controls, and transformation initiatives. - Participate in cross-functional projects as a Policy Servicing representative, providing process expertise and governance oversight. - Assist in assessing business impact, operational risks, and control requirements for new initiatives. TOTAL 100% INTERACTIONS Internal Relations: 1. Policy servicing 2. Internal Audit 3. Actuarial 4. Compliance 5. IT 6. BSG & Projects External Relations: External Internal Auditors, Stat Auditors, vendors etc REQUIRED QUALIFICATION AND SKILLS Educational Qualifications: CA Work Experience:2 years, Candidate should be from insurance sector/BFSI Certifications: Other skill set: 1. Strong understanding of insurance processes. 2. Knowledge of audit methodologies, risk management, and regulatory requirements. 3. Expertise in process mapping, process re-engineering, and operational excellence. 4. Strong analytical, problem-solving, and stakeholder management skills. 5. Project management and change management capabilities. 6. Proficiency in Excel, reporting tools, and process automation solutions. 7. Excellent written and verbal communication skills.