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At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, uniquely delightful, and bespoke experience.
To partner us in this mission, we are looking for a talented…
Head of Central Operations
As a Lead, your typical week might include the following
- Partner with technology to create digital operations model across all sub functions of central operations team
- With IT, jointly own tech platforms deployment for Go live
- Focus on cost efficiency with scalability
- Collaborate with Products and Customer/ Distributor Experience team to execute “Customer First’ strategy
- Use Technology as Enabler to deliver exceptional Service standards to Customer and Distributor
- Build and execute Operations strategy for Retail and Group business
- Retail Operations: This central sub function will be responsible for service level management for new business, endorsements servicing and renewal processing for customers acquired by retail distribution team. The team will be responsible to build digital customer journeys across all platforms (including integration with distributor ecosystem) and monitor performance to ensure seamless customer experience. The unit will also manage financial reconciliation of premium including refunds wherever applicable.
- Group Operations: This central sub function will be responsible for service level management for new business, endorsements servicing and renewal processing for customers acquired by group distribution team. The team will be responsible for placement of Client business with adequate controls on financial reconciliation of premium including refunds wherever applicable. The team will also liaise with Distribution, Underwriting, Claims and Third-Party Administrators to support the intermediaries in providing seamless service experience to Clients
You could be the right candidate if you
- Have a bachelor’s degree from a recognized institute
- Have deep functional understanding of Insurance Operations
- Have led medium to large scale operations set up with strong exposure to digital operations, well versed with retail and institutional business operations.
- Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions
- Able to think on your feet to navigate through the ecosystem and deliver solutions
- Are obsessed with providing Customer and Distributor delight moments and can influence stakeholders in the process
- Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers.
- Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing
This could be the gig for you if you…
- Are passionate about bringing truly consumer centric ideas and products into reality to help customers be healthier; you enjoy spending time with customers to understand what they really want. Have an attentive ear listen to new ideas.
- Thrive in environments that celebrate co-creation and collaboration.
- Are passionate about leveraging new age digital tools and technologies to transform customer experience.
- Like to work in a culture where everyone can see what others are doing
- Take help from others when stuck and encourage others when there are setbacks
- Take full responsibility for your team’s contribution output while thinking wing to wing across the organization; to solve for the customer.
- Have 15+ years of total experience with at least 5+ years of medium management experience and leading team as well
What can make you extra special if you
- Have walked extra mile in solving business problems by adopting offbeat path
- Proven track record of exceeding Service level expectations from stakeholders.
- Demonstrate visible leadership supporting colleagues in a diverse, inclusive, and collaborative team environment.
- Be a team player who is goal orientated, committed, and an advocate and early adopter of change.
- A proven track record working in complex business environments executing and delivering initiatives across multiple domains, stakeholder groups and technology solutions.
Location: Mumbai
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
