VP - EB Client Servicing

Role Overview:

We are seeking a dynamic and experienced professional to lead our Employee Benefits Client Servicing team. This individual will be responsible for driving service excellence, managing high-value corporate relationships, and overseeing a team of servicing professionals to ensure timely and quality delivery of EB solutions. The ideal candidate will possess deep technical knowledge of EB products and strong experience in managing group health and life claims, client relationships, and internal cross-functional coordination.

Key Responsibilities:

Client Leadership & Relationship Management

• Act as the senior point of contact for key EB clients.
• Build and maintain strong C-level client relationships, understanding their evolving needs.
• Lead client governance meetings, renewal discussions, and strategic reviews.

Team Management

• Lead, mentor, and manage the EB Client Servicing team across locations.
• Define KPIs, ensure adherence to SLAs, and continuously improve team performance.
• Develop team capability through training, coaching, and performance management.

Policy Administration & Endorsements

• Oversee and ensure timely processing of endorsements including addition and deletion of employees and dependents in line with client requirements and insurer guidelines.
• Ensure accuracy and completeness in data sharing with insurers/TPAs for seamless endorsements.
• Implement standard operating procedures to track and audit endorsement workflows.

Claims Management

• Oversee end-to-end claims handling processes for group health, life, and other benefits.
• Liaise with insurers and TPAs to ensure timely and accurate claim settlements.
• Resolve escalated claim issues, ensuring high client satisfaction and minimal friction.
• Organizing Wellness activities for the clients.

Process Improvement & Delivery Excellence

• Streamline service workflows for efficiency and scalability.
• Standardize client onboarding, MIS/reporting, policy documentation, and service charters.
• Drive implementation of digital servicing tools or platforms for enhanced client experience.

Internal Collaboration

• Work closely with Placement, Sales, Underwriting, and Product teams to ensure coordinated service delivery.
• Lead internal service review meetings and present account-level insights to management.

Wellness Program Management

• Conceptualize, organize, and implement employee wellness programs for corporate clients, including health camps, awareness sessions, webinars, and engagement initiatives.
• Coordinate with wellness vendors, medical partners, and clients for seamless execution.
• Track participation metrics and client feedback to enhance future wellness offerings.

Technical & Professional Skills:

• Deep domain expertise in Employee Benefits, especially Group Health, Group Life, and Wellness offerings.
• Strong knowledge of insurance regulations, IRDAI guidelines, and TPA processes.
• Proven experience in managing large-scale employee benefit programs and high-volume claims.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Advanced proficiency in Excel, PowerPoint, and client-facing reporting tools.
• Strategic mindset with strong execution capability.