Job Description

Job Summary

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Responsible for the overall direction, governance, control, and management of Claims Operations for the organization. The role is focused on building a customer-centric, risk-aware, compliant, and future-ready Claims function that contributes significantly to business growth, customer trust, and organizational profitability.

The position requires strategic leadership to drive operational excellence, industry-leading customer experience, risk management, digital transformation, and talent development while ensuring adherence to regulatory requirements and Company policies.

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Key Responsibilities

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Drive Claims Strategy & Functional Excellence

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- Formulate and drive the long-term strategy, objectives, and priorities for the Claims function in alignment with organizational goals and market dynamics

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- Ensure effective governance and oversight of all claims decisions within the ambit of regulatory guidelines, industry practices, and Company policies.

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- Lead engagement with Claims Council, industry forums, reinsurers, and regulatory bodies to influence and adopt best practices.

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- Ensure effective management of high-value, complex, and sensitive claims cases.

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Build Robust Risk Management Practices

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- Drive prudent risk management in claims by effective assessment & investigation processes.

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- Lead building of sound risk management practices by enabling experience analysis, feedbacks to distribution, participation in mortality management and product development.

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Compliance with Regulatory guidelines

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- Ensure adherence to all applicable IRDAI regulations, Insurance Act provisions, customer protection guidelines, grievance redressal requirements,



and internal governance standards.

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People Management

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- Build and lead a highly engaged, capable, and customer-focused claims organization.

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- Develop leadership pipelines, succession plans, and critical talent capabilities across the Claims function.

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- Partner with HR to drive employee engagement, capability building, leadership development, retention, and recognition initiatives.

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Measures of Success

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- Industry-leading Claims Settlement Ratio and Claims Settlement TAT.

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- Achievement of SLA and regulatory compliance requirements across all business lines.

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- Strong audit ratings with timely closure of control gaps and regulatory observations.

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- Effectiveness of engagements with Claims Council to deliver on key agendas.

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- High level of distributor & customer satisfaction scores.

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- Successful implementation of digital transformation and automation initiatives.

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- Effectiveness of Change Management

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Desired qualification and experience

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- Post Graduate/MBA preferably in Law, Finance, Medicine or Insurance

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- Strong technical knowledge of Life Insurance Claims, Risk Management, Regulatory Frameworks, and Reinsurance.

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- Added qualifications from Insurance Institute of India, LOMA, ICA etc will be preferred.

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- Professional certifications from LOMA, ICA, Insurance Institute of India, or equivalent institutions desired

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- Minimum 15-18 years of relevant experience with significant leadership experience in Claims Management.

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- Excellent business writing, presentation, stakeholder management, and negotiation skills.

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- Experience in managing regulatory and industry-level interactions.

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📌 Vice President - Claims (Gurugram)
🏢 Axis Max Life Insurance
📍 Gurugram