Job Description Lead, Digital Process (Policy Issuance)

Job Band: JB 9

Department: Policy Issuance

Function: Operations

Reporting To: Head Policy Issuance

Superior s Superior: Head Central Operations

Company: Aditya Birla Sun Life Insurance Co. Ltd

Business: Life Insurance

Location: GCorp, Thane, Mumbai

Date: July 2026

1. Job Purpose

The role aligns with the company s digital strategy across policy issuance processes.

Driving digital conversion at onboarding and transitioning customer management to digital channels.

Publishing analyticsdriven reports to track endtoend issuance and identify process gaps.

Ensuring compliance with eIA opening and CKYC registration with CERSAI.

Managing vendor for end to end Processing of Policy Issuance activities

Automation of Processes & improve effectiveness in process

2. Dimensions Audit Management & Compliance Goverce

- Lead endtoend management of Internal Audit, Regulatory Audit, Concurrent Audit, and Process Reviews.
- Coordinate with Audit, Compliance, Operations, IT, Sales, and partner teams for timely closure of audit observations.
- Track audit observations, agree action plans, and ensure implementation within committed timelines.
- Drive corrective and preventive actions to mitigate operational, compliance, and regulatory risks.
- Monitor adherence to IRDAI guidelines, internal policies, SOPs, and goverce requirements.
- Prepare audit responses, management updates, and closure notes for leadership review.
- Conduct root cause analysis for audit findings and identify opportunities for process strengthening.
- Maintain audit trackers, evidence repositories, and documentation to support audit reviews.
- Drive automation and control enhancements to reduce repeat observations and improve compliance effectiveness.
- Ensure readiness for periodic audits through regular process reviews, control testing, and stakeholder engagement.
- Act as the central point of contact for audit discussions, escalations, and goverce forums.

Policy Issuance Performance

- High impact on customer acquisition and distributor satisfaction.
- Requires topquartile TATs and accuracy.
- Lower complaints improve brand perception.
- Complex product setting makes digital intervention critical.

Sourcing Channels & Login Modes





- Multiple sourcing channels: Agency, HDFC, Banca, Third Party, Direct Marketing, POSP, Policy Bazaar.
- Login modes: Online D2C (1 5%), SalesAssisted Digital EApp (~95%).
- Direct impact on customer experience and business performance.

Process Requirements

- 24 7 operations requiring crossfunctional coordination.
- Dependencies on Accounts, Branches, Underwriting, IT, Partners, etc.
- Straight Through Issuance: Day1 = 22%, EApp/Online > 90%.
- Frequent IT failures require alternate processing.
- Regular impact from product launches and regulatory changes.

Digital Environment at BSLI

- eIA adoption = 95% for eligible cases.
- CKYC registration = 95% for eligible cases.
- Multiple partnerspecific onboarding integrations.

3. Job Context & Major Challenges

Technology adaptation issues and low FTR.

High volatility in business volumes creating monthend pressure.

Need for competitive service delivery through partner management.

Industry benchmarking for differential service approvals.

Team motivation and deadline management under system constraints.

Managing case movement across systems and daily reconciliations.

Ensuring correctness in premium application and money management.

Driving enhancements in eApp and digital onboarding.

Managing multiple priorityshifting projects.

4. Principal Accountabilities Driving Digital Adoption

- Design and implement digital initiatives.
- Create strategies for longterm adoption.
- Influence stakeholders across sales, clients, and partners.
- KPIs include EApp usage, D2C, eIA, GoGreen, My Insurance portal, analytics, etc.

Project Management

- Drive innovative digital projects with clear timelines.
- Engage stakeholders including sales, vendors, and partners.
- Manage goverce mechanisms and reviews.

Business Analysis

- Prepare requirement documents and conduct research.




- Coordinate during project design and implementation.
- Manage scope and system testing with IT and Sales.

Collaborative Implementation

- Drive outcomes through crossfunctional teams.
- Build relationships for sustained results.

Policy Issuance, Training & Efficiency

- Act as backup for Policy Issuance process managers.
- Drive partner SLAs and timely policy issuance.
- Conduct training workshops and capability building.
- Develop succession plans and employee engagement.

Reopen Management

- Manual management of cases reopened for PI related cases
- PIVC team management of cases received from PIVC team
- UW cases Management of cases received UW team post issuance

Tracking of cases end to end & tracking for closure of reqts & issuance.

Identify automation opportunities including eIA, CKYC, and policy credit processes. Additional Digital Projects, Process Goverce & Knowledge Management Responsibilities

Mandate Registration

- Manage endtoend mandate registration process across channels.
- Monitor registration success rates and exception handling.
- Ensure adherence to validations, operational controls, and compliance requirements.

AI Initiatives

- Drive AIbased automation initiatives and use cases.
- Monitor model performance, output accuracy and goverce.

MIS & Analytics

- Develop MIS reports, dashboards and business insights.
- Automate reporting and ensure data accuracy.

Digital Adoption & Mandating

- Drive Digital AE mandating and onboarding initiatives.
- Track adoption metrics and digital conversion performance.

Leakage & Issuance Visibility

- Monitor issuance leakage and business dashboards.
- Recommend corrective actions and performance improvements.

OCR & AI Goverce

- Manage OCR dashboards, access controls and reporting.
- Oversee OCR workflows, exception handling and AI at SeshaSai initiatives.

Knowledge Management

- Conduct KT sessions and maintain SOP documentation.
- Support training, capability building and process continuity.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 TM-DCM-Central Ops PI professional (Thane)
🏢 Aditya Birla Insulators
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