Assistant Vice President

Job Summary

The Assistant Vice President (AVP) - Motor Claims will be responsible for overseeing and managing end-to-end motor claims operations, ensuring efficient processing, high customer satisfaction, regulatory compliance, and cost optimization. The role involves leadership responsibilities, strategy execution, stakeholder management, and driving continuous improvement across the motor claims function.

Key Responsibilities

Operational Management

Oversee day-to-day operations of the motor claims department, including claim registration, assessment, approvals, and settlements.

Monitor turnaround time (TAT), quality, and accuracy of claims processing.

Ensure timely and fair resolution of claims in line with policy terms and company guidelines.

Team Leadership

Lead, mentor, and manage a team of claims managers, assessors, and support staff.

Conduct performance reviews, training, and skill development initiatives.

Foster a culture of accountability, service excellence, and continuous improvement.

Vendor and Stakeholder Management

Manage relationships with garages, surveyors, third-party administrators (TPAs), and loss adjusters.

Negotiate and review service level agreements (SLAs) with external vendors.

Liaise with underwriting, legal, finance, and customer service teams to ensure seamless operations.

Fraud Control and Risk Management

Implement and monitor fraud detection mechanisms.

Ensure adherence to internal audit, compliance, and regulatory norms (IRDAI and others).

Take corrective actions based on risk analysis and claims trends.

Customer Experience

Ensure high customer satisfaction through transparent and timely claim handling.

Handle escalated customer grievances and ensure prompt resolution.

Data Analysis & Reporting

Analyze claims trends, loss ratios, and operational metrics to provide strategic insights.

Prepare regular reports for senior leadership with actionable recommendations.

Assist in budgeting and cost control of claims payouts and operational expenses.

Process Improvement and Automation

Identify areas for process automation and digital transformation.

Drive implementation of new technologies (e.g., AI in claim adjudication, image-based assessments).

Qualifications & Experience

Education : Graduate in any discipline MBA or Insurance certification (e.g., Licentiate / Associate from III) preferred.

Experience : 10-15 years in general insurance, with at least 5 years in motor claims and 3+ years in a leadership / AVP role.

Industry Knowledge : Strong understanding of motor insurance products, IRDAI regulations, claims lifecycle, and industry trends.

Skills & Competencies

Strong leadership and team management skills

Analytical and decision-making capabilities

Excellent negotiation and conflict resolution skills

Knowledge of claims management systems (CMS) and digital tools

Customer-centric mindset with a focus on service quality

Ability to work cross-functionally and handle multiple stakeholders

Preferred Certifications

Certification in General Insurance (Licentiate / Associate / Fellow - Insurance Institute of India)

Six Sigma or Lean process improvement certification (optional)

Skills Required

Image-Based Assessments, AI in Claim Adjudication, Digital Tools