Go Digit General Insurance Ltd
JOB DESCRIPTION
Product & Process Head – SME Business | Strategic Partnerships
Agency and Retail Brokers Strategy and Central Sales
Agency and Retail Brokers Strategy and Central Sales
Bengaluru, Karnataka (Atlantis Office)
Head – SME Business, Agency, Retail Broking & Prime Broking
General Insurance / InsurTech
Sr. Manager/ Associate Vice President
About Go Digit
Go Digit General Insurance is a digital-first insurer focused on simplifying insurance through technology, distribution innovation, and customer-centric servicing. The SME business requires scalable products, partner-friendly journeys, strong underwriting alignment, and disciplined process governance to deliver profitable growth across Agency and Retail Broker channels.
Role Summary
The Product & Process Head – SME Business, Strategic Partnerships will own the product enablement and process excellence agenda for Agency and Retail Broker channels. The role will translate channel feedback into practical product propositions, partner journeys, SOPs, underwriting workflows, issuance improvements, dashboards, and governance mechanisms. The incumbent will work closely with Product, Underwriting, Operations, Technology, Claims, Finance, Marketing, and regional sales teams to simplify partner experience, improve conversion, reduce turnaround time, and drive sustainable portfolio quality.
Who Succeeds Here: A structured business leader who can convert market needs into product action, simplify complex underwriting and operational processes, and build scalable partner journeys with measurable outcomes.
Key Responsibilities
Product Strategy & Proposition Management
- Define the SME product enablement roadmap for Agency and Retail Broker channels across Commercial Lines, Employee Benefits, Surety, Specialty Lines and other relevant products.
- Identify product gaps from partner, geography and portfolio feedback; convert them into structured product notes, use-cases, benefit grids, underwriting inputs and launch requirements.
- Work with Product, Underwriting and Actuarial teams to refine coverages, eligibility norms, pricing levers, deductibles, add-ons, exclusions and appetite statements for partner-specific segments.
- Create simple partner-facing product explainers, sales talk-tracks, objection-handling notes and comparison grids to improve product adoption and conversion.
Process Design, SOPs & Governance
- Design, document and govern SOPs for quote placement, underwriting referral, policy issuance, endorsements, renewals, cancellations, claims coordination, escalations and exception approvals.
- Establish process ownership, RACI matrices, SLAs, approval checkpoints and escalation paths across Sales, Underwriting, Operations, Claims and Technology.
- Run periodic process audits to identify leakage, rework, TAT delays, documentation gaps, compliance risks and partner pain-points; publish corrective action plans.
- Standardize partner onboarding, activation and servicing journeys so that branches and central teams follow one consistent operating model.
Digital Enablement & Workflow Improvement
- Partner with Technology and Digital teams to improve CRM, quote, policy issuance, monitoring and reporting workflows for SME partner channels.
- Lead business requirement documents (BRDs), user journeys, UAT coordination and release readiness for product/process enhancements.
- Build automation opportunities in lead capture, quote follow-up, renewal tracking, document validation, exception routing and partner communication.
- Monitor adoption of digital tools and identify training or workflow changes needed to improve usage by internal teams and partners.
Portfolio Quality, MIS & Business Insights
- Develop dashboards to monitor quote conversion, issuance TAT, product mix, renewal ratio, loss ratio, referral pendency, partner activation and exception trends.
- Analyze channel/product/process data to recommend interventions that improve productivity, portfolio quality and profitable growth.
- Create monthly product and process review notes for leadership with key bottlenecks, decisions required, owner-wise actions and closure timelines.
- Coordinate with Finance, Actuarial and Claims for profitability reviews and claim feedback loops to refine product appetite and process controls.
Cross-Functional Execution & Change Management
- Act as the central bridge between regional sales teams, partner-facing teams and control functions to ensure product/process changes are implemented on ground.
- Lead training, communication and adoption plans for new products, revised SOPs, underwriting guidelines, system changes and process controls.
- Manage stakeholder alignment for complex partner cases while ensuring governance, compliance and documented approvals are maintained.
- Mentor a small central team to drive product enablement, process governance, MIS discipline and execution follow-through.
Key Performance Indicators
Activation and contribution of priority SME products across Agency & Retail Broker channels
Improvement in quote, referral, policy issuance, endorsement and renewal turnaround time
Compliance with documented workflows, approval notes, escalation matrix and audit observations
Digital Workflow Adoption
Usage of CRM, quote, monitoring and policy issuance workflows by branches and partners
Conversion & Renewal Efficiency
Quote-to-policy conversion, renewal follow-up effectiveness and reduction in dropped cases
Product mix, referral quality, loss ratio indicators and exception trends
Stakeholder Closure Discipline
Timely closure of product/process action items with clear owners and decisions
Team execution quality, review cadence, documentation discipline and capability building
Required Qualifications
Education
- MBA / PGDM from a reputed institution preferred, with specialization in Marketing, Strategy, Operations, Finance or Insurance.
- Bachelor’s degree in any discipline; insurance certifications such as IRDAI, AINS, CPCU or equivalent are an added advantage.
Experience
- 8–12 years of experience in General Insurance, with meaningful exposure to SME/commercial products, underwriting operations, process improvement, channel enablement or insurance transformation.
- Strong understanding of Agency/Retail Broker distribution, partner servicing needs, underwriting workflows, policy issuance operations and field-level execution challenges.
- Experience in building SOPs, product notes, dashboards, governance rhythms, BRDs, UAT plans, launch checklists or process improvement charters.
- Prior team management experience of 3–10 people are preferred.
Skills & Competencies
Hard Skills
- SME insurance product knowledge across Commercial Lines, Employee Benefits, Surety and Specialty Lines
- Product proposition design, documentation and launch governance
- Process mapping, SOP writing, SLA design and RACI governance
- Workflow digitization, BRDs, UAT and system adoption tracking
- MIS dashboards, portfolio analytics and action-oriented review notes
- Regulatory and compliance awareness for intermediary-led business
Leadership & Behavioral Skills
- Structured problem solving and strong execution discipline
- Ability to influence Product, UW, Ops, Tech, Claims and Sales without friction
- Clear written communication: SOPs, product notes, management updates and partner explainers
- Commercial judgment balanced with process governance and risk control
- Change management orientation with training and adoption mindset
- High ownership, follow-through and stakeholder management
What Makes This Role Unique
- Build the operating backbone for SME partner-led growth: products that partners can sell, processes that branches can follow, and dashboards that leadership can act on.
- Drive high-impact transformation across product, underwriting, operations, technology and sales while staying close to real partner and branch feedback.
- Own visible, measurable outcomes: faster TAT, better conversion, cleaner governance, stronger product adoption and improved portfolio quality.
