Motor Insurance Operations Lead

Onsurity is a rapidly growing employee healthcare benefits platform that provides flexible and customised healthcare subscriptions for SMEs, start-ups, and enterprises. We believe that access to healthcare benefits shouldnt be a luxury. It is this philosophy that has strengthened our commitment towards making healthcare affordable and accessible for all.

Our subscriptions include discounts on medicine orders, health checkups, fitness plans, free doctor teleconsultations, and insurance, among other benefits. We believe in inclusivity which means our plans are not limited to full-time employees. We also cover contractual workers, interns, freelancers, and consultants.

We encourage you to read more about us on www.onsurity.com. You can also find us on LinkedIn, Instagram, and YouTube.

Below are stories that define our journey and showcase our commitment to democratizing healthcare across the country.

1. Onsurity is providing healthcare membership to SMEs with as low as three employees
2. The Journey Of Startups: Journey Onsurity
3. Cricketer Anil Kumble backs Onsurity as strategic advisor
4. Onsurity partners with Gulf Oil to offer healthcare to 10,000 truckers
5. 83% Indian Employees Unaware Of Employer-Provided Healthcare Benefits, Says Study
6. News: Onsurity secures $45M Series B round led by Creaegis People Matters

We were also featured in the first season of Disney+ Hotstar's remarkable series, The Great Indian Disruptors.

Our strategic partner and investor, cricketing legend Anil Kumble, is actively involved in our mission to make healthcare more accessible. Anil Kumble recently graced us with his presence at Onsuritys Bengaluru office and engaged with our employees. He is passionate about our mission and has played an instrumental role in our journey so far.

Recently, Dun & Bradstreet India acknowledged our mission and conferred us with the Dun & Bradstreet Start-up 50 Trailblazer 2023 award.

Objective

Build, stabilize, and scale end-to-end motor insurance backend operations across insurers and distribution channels. Own insurer coordination, inspection and policy issuance workflows, premium collections support, and claims servicing, while driving high CSAT/NPS through process excellence, technology collaboration, and strong stakeholder management (inside sales, embedded partners, and ops teams).

Key Responsibilities

Tele-Sales Governance & Performance Management

• Own end-to-end governance of the Motor Insurance Tele-Sales function.
• Define and standardize sales processes, call scripts, quality benchmarks, and compliance frameworks.
• Drive performance against key KPIs, including:
• Calls per agent per day
• Lead-to-quote and Quote-to-policy conversion ratios
• Premium generated per agent
• Renewal retention rate
• AHT and productivity metrics
• CSAT, complaint, and escalation ratios
• Conduct structured daily/weekly performance reviews and pipeline monitoring.
• Oversee call quality audits, objection handling standards, and regulatory compliance adherence.
• Ensure high data accuracy in vehicle and customer information to minimize underwriting rejections.
• Strengthening lead management, follow-up discipline, and closure effectiveness.
• Identify capability gaps and implement targeted coaching, training, and performance improvement plans.
• Align Tele-Sales targets with overall business growth objectives and insurer SLA commitments.

Operations Setup & Scale

• Design and implement SOPs for quote issuance, inspections, policy issuance, endorsements, and claims servicing
• Build scalable, compliant, pan-India operational workflows with defined controls and escalation mechanisms
• Ensure readiness for new insurer onboarding, product launches, and volume scale-up

Insurer Coordination & Governance

• Act as the primary SPOC for insurer underwriting, operations, and claims teams
• Monitor and enforce insurer TATs, service quality, and issue resolution
• Drive performance reviews, root-cause analysis, and corrective action plans with insurers

Pre-Inspection Management

• Own end-to-end management of physical and digital pre-inspection partners
• Define inspection standards, QC frameworks, fraud detection checks, and re-inspection rules
• Continuously improve inspection success rates and reduce insurer rejections

Claims Operations & Customer Experience

• Oversee claims support from FNOL through settlement and closure
• Handle high-impact escalations with customers and insurers
• Identify recurring rejection or delay drivers and implement preventive controls
• Ensure consistent, transparent communication to improve claims CSAT and NPS

Payments, Reconciliation & Controls

• Support premium collection workflows across payment modes
• Oversee reconciliations, refunds, and exception handling
• Implement controls to prevent revenue leakage and operational errors

People, Metrics & Continuous Improvement

• Build, train, and manage backend operations teams across locations
• Define and track key operational KPIs, including:
• Quote-to-issuance TAT
• Inspection success and rejection rates
• Claims TAT and settlement ratios
• Insurer SLA adherence and CSAT/NPS
• Drive continuous process improvements using data and operational insights

Tech & Stakeholder Collaboration

• Partner closely with product and tech teams to define requirements, improve workflows, and enhance automation
• Work with inside sales, embedded distribution partners, and business teams to ensure operational readiness and smooth execution
• Act as the operational bridge between business, technology, and insurers

Ideal Background

• 815+ years of experience in motor insurance operations, claims, broker, or insurer roles
• Strong hands-on experience managing insurer relationships and escalations
• Proven ability to scale operations with structured processes, controls, and metrics
• Comfortable working in high-growth, multi-stakeholder environments