Job Description
Job TitleAssistant Vice President - OperationsLocationGurugram 90CDepartmentOperationsFunctionOperations – Bancassurance, DSF, Broca Strategic alliancesReporting toCVP Head – Banca DSF OpsBand3JOB SUMMARY:
To drive business growth, customer retention, and operational excellence through strategic initiatives, governance, and people development, aligned with the company’s goals and vision.
Key Responsibilities:
- Drive new business growth and optimize Open Architecture share.
- Promote digital adoption and reduce business leakage.
- Strengthen governance and accelerate case processing.
- Conduct regular FWG/E2G sessions and quarterly connects with partners and sales teams.
- Enhance customer retention and minimize revenue leakage.
- Implement field and central retention initiatives.
- Improve customer experience through outcome-based metrics.
- Leverage initiatives to enhance FLCIR, GIR, and E2R retention.
- Ensure governance and continuous improvement in customer retention.
- Enable and strengthen team capability through training, engagement, and process improvements.
- Drive succession planning and learning initiatives.
- Foster strong partnerships and gather feedback for continuous improvement.
- Monitor and improve employee engagement scores.
Qualifications:
- Education:
- Bachelor’s degree in Business Administration, Finance, Economics, or a related field is required.
- MBA or equivalent postgraduate qualification is strongly preferred.
- Experience:
- Graduate, preferably with a professional qualification.
- Minimum 15 years of experience, with relevant exposure to digital project management.
Knowledge of Life Insurance products preferred.
Knowledge of Life Insurance products preferred.
KNOWLEDGE / SKILLS / ABILITIES:
- Experience in operations and customer service, preferably in Banking, Telecom, or Financial Services.
Strong understanding of the financial services ecosystem and payments.
Customer-centric mindset with a strong servicing attitude.
Strategic thinking with a customer-first approach.
Strong analytical and problem-solving skills.
Exposure to quality tools and processes.
Ability to lead change and drive performance in a dynamic environment.
Excellent communication and stakeholder management skills.
