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 Positive 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

📌 Branch Operations Executive (Bengaluru)
🏢 Kotak Life
📍 Bengaluru