Manager / Senior Manager - EB Servicing

Edme Insurance Brokers · India

Edme Insurance Brokers is looking to onboard experienced Employee Benefits (EB) Client Servicing professionals for our Mumbai team.

Location: Mumbai

Experience: 6–7 years

Industry: TPA / Insurance Broking

Role: EB Client Servicing

Interested candidates can reach out to neetu.b@edmeinsurance.com / archana.yadav@edmeinsurance.com

Position Overview

We are looking for an experienced Employee Benefits (EB) Servicing professional to manage the end-to-end servicing of corporate Employee Benefits insurance accounts.

The role will be purely focused on client servicing, policy administration coordination, claims support and stakeholder management . The ideal candidate should have strong knowledge of Group Mediclaim (GMC), Group Personal Accident (GPA) and Group Term Life (GTL) insurance and be capable of independently managing client relationships and service delivery.

Key Responsibilities

1. Client Servicing & Relationship Management

• Act as the primary servicing contact for assigned corporate clients.
• Understand client requirements and ensure timely resolution of service requests.
• Conduct regular client reviews and proactively identify service issues.
• Build strong relationships with HR, Business HR, Finance and other client stakeholders.
• Ensure a high level of client satisfaction and service experience.

2. Claims Servicing

• Support clients and employees in resolution of claim-related issues.
• Coordinate with TPA/insurer teams for claim escalations and delayed settlements.
• Track critical and high-value claims and ensure appropriate follow-up.
• Support resolution of reimbursement and cashless claim-related grievances.
• Escalate recurring claim issues to the appropriate stakeholders and drive closure.

3. Employee & HR Support

• Handle employee/HR queries related to coverage, benefits, claims and policy terms.
• Coordinate with TPA/insurer for resolution of employee-level service issues.
• Support client HR teams during employee benefit enrolment and policy-related activities.
• Ensure clear and timely communication to employees and HR stakeholders.

4. Insurer & TPA Coordination

• Maintain strong working relationships with insurers and TPAs.
• Drive service requests and escalations with insurers/TPAs until closure.
• Monitor service performance against agreed SLAs/TATs.
• Escalate persistent service failures through the appropriate channels.

5. Service Governance

• Conduct regular service review meetings with clients, insurers and TPAs.
• Maintain a structured tracker of service requests, claims and escalations .
• Monitor open issues and ensure timely closure.
• Identify recurring service challenges and recommend process improvements.
• Support implementation of improved servicing processes and digital solutions.
• Ability to work effectively with insurers, TPAs and internal teams
• Good presentation and service review skills
• Strong focus on TAT, SLA and client experience

Experience & Qualification

• Experience: 4–8 years in Employee Benefits insurance servicing, preferably with an insurance broker, insurer or TPA.
• Qualification: Graduate in any discipline; insurance/industry certification would be an advantage.
• Prior experience in servicing large/mid-sized corporate EB clients will be preferred.