TM-Mgr-GO Central-Thane

Role Overview

This position is focused on overseeing smooth, accurate, and compliant end-to-end transaction handling for Group Credit Life operations. The role also supports strong customer service, coordination with stakeholders, audit readiness, continuous process improvement, and team capability building to keep operations efficient and reliable.

Core Responsibilities

• Manage transaction processing end to end while meeting defined turnaround time benchmarks.
• Maintain a consistently high level of accuracy across all Group Credit Life-related transactions.
• Work in line with regulatory requirements, internal policies, and established operating procedures.
• Track productivity and operational performance using CRM tools and monthly reporting.
• Spot process gaps and implement corrective actions to strengthen service delivery.
• Respond to customer queries and complaints in a timely manner and ensure issues are resolved within set timelines.
• Partner with Sales, SFT, and other internal teams to ensure smooth coordination and better customer outcomes.
• Hold regular stakeholder discussions to align on progress and close open issues.
• Maintain productive working relationships with both internal and external stakeholders.
• Prepare MIS reports accurately and submit them within the required timelines.
• Build and maintain standardized dashboards and reporting formats.
• Review operational data and turn it into practical insights that support business decisions.
• Ensure all customer communication and response commitments are met within service standards.
• Monitor service performance metrics and look for ways to improve operational results.
• Ensure full compliance across operational activities.
• Support internal and external audits by sharing the necessary data and documents on time.
• Close audit observations and regulatory inspection findings within agreed timelines.
• Manage mock inspections and compliance review activities effectively.
• Identify opportunities to simplify work through process enhancements and automation.
• Lead automation efforts, including sub-process automation, to reduce manual effort and improve efficiency.
• Assess training needs within the team and conduct regular learning sessions.
• Build team capability through skill development, knowledge transfer, and cross-training.
• Create backup coverage for critical work areas to ensure business continuity.
• Support a collaborative, high-performance team culture.

Performance Metrics

• Transaction completion within defined TAT
• Accuracy and productivity achievement
• Timely handling of queries and complaints
• Stakeholder satisfaction levels
• Accuracy and timeliness of MIS reporting
• Compliance and audit adherence
• Delivery of process improvement and automation initiatives
• Effectiveness of team development and knowledge management

Required Skills and Competencies

• Strong process ownership and operational management capability
• Effective stakeholder handling and communication skills
• Ability to analyze data and prepare MIS reports
• Understanding of compliance, audit, and regulatory requirements
• Problem-solving mindset with a focus on process improvement
• Capability to manage a team and facilitate training
• Working knowledge of CRM platforms and MS Office tools

Preferred Qualification and Experience

A graduate or postgraduate degree in any discipline is preferred. Candidates with experience in operations, customer service, insurance operations, or process management will be well suited. Prior exposure to audits, MIS reporting, and stakeholder coordination is an added advantage.