Role Purpose

To lead operations, ensure TAT, quality, compliance and SOP adherence, manage escalations, monitor team performance, and continuously improve operational efficiency.

Key Responsibilities
Monitor Quote, Recent Business, Renewal, Claims and Service Request trackers for TAT, quality and pending cases.
Identify TAT breaches, conduct root-cause analysis, and ensure corrective actions.
Audit transactions, documentation and data for accuracy, quality and compliance.
Ensure adherence to SEBI, AMFI, IRDAI and internal policies.
Review, update and implement SOPs and process changes.
Vet quotes and critical transactions before sharing with Sales.
Handle complex escalations, urgent transactions and high-value claims.
Coordinate with insurers, principals, vendors and technology partners for pending/escalated cases.
Monitor operational dashboards, system issues and data quality.
Conduct daily team huddles, allocate work and monitor real-time productivity.
Review Day-End reports, pending cases and next-day priorities.
Conduct KPI/performance reviews, coaching and employee appraisals.




Conduct regular product/process/compliance training and identify skill gaps.
Coordinate with Sales Team to ensure smooth business and service delivery.
Identify process bottlenecks, automation and system enhancement prospects.
Conduct periodic principal/vendor performance and relationship reviews.

Key KPIs
TAT adherence
Error & rework rate
Renewal/retention performance
Claims & service resolution TAT
Compliance & audit observations
Team productivity
Data accuracy
Escalation closure
SOP adherence
Training & skill development
Process improvement/automation

Required Competencies

Team Leadership | Operations Management | Quality Control | Compliance | SOP Management | Escalation Handling | Stakeholder Management | Analytical Thinking | Problem Solving | Communication

Qualification & Experience

Graduate with 5+ years of relevant experience in wealth management, insurance, mutual fund, financial services or related operations, with team-handling experience.

📌 Operations Executive Mumbai
🏢 Pratham Services Fincorp
📍 Mumbai