Bajaj General
2026
Building the HR Operations Hub for a Multi-Stakeholder Insurance Ecosystem
In-house HR Portal replacing a third-party tool and manual, offline RM/broker workflows built for a 4-sided insurance ecosystem.
Overview
Web Portal for Corporate Group health insurance
The client previously ran employee insurance operations on Pazcare, a third-party platform, while Relationship Managers and insurance brokers (IMDs) managed their side of the process largely through offline, spreadsheet-driven workflows. As the business scaled, this setup fell behind processes stayed manual and unstructured while the market moved toward digital-first insurance operations. The company decided to build its own in-house ecosystem instead, giving them control over the experience for every stakeholder: Corporate HRs, Employees, RMs, and Insurers. I owned the Corporate HR Portal and Employee Experience (Mobile & Web), and contributed to shared flows lead creation, client onboarding, payments to keep the ecosystem consistent end-to-end.
Problem
Fragmented Insurance Workflows Were Increasing HR Administrative Effort
No single source of truth across stakeholders
RMs/brokers ran core tasks manually, offline
Slower turnaround on routine HR requests
Business risked falling behind digitally-mature competitors
The challenge was to create a scalable HR workspace that simplified day-to-day operations while fitting seamlessly into a larger ecosystem connecting insurers, relationship managers, and employees.
Research
Looking beyond the numbers
Worked with 1 PM + 2 business stakeholders. Reviewed Pazcare's experience and RM/broker workflows.
RMs/brokers: offline, spreadsheet-first — needed low-friction digital adoption
HR wanted more visibility/control than a 3rd-party tool allowed
No shared data across HR, RM, Insurer views
Business needed parity with modern HRTech tools, plus in-house flexibility
Ideation
Exploring interface directions
Benchmarked Pazcare + HRTech patterns. Two directions: replicate Pazcare's single-vendor model, or rebuild IA around a 4-sided ecosystem. Chose the latter — Pazcare's structure wasn't built for multi-stakeholder visibility. This shaped navigation, permissions, and per-role information design
Designs
Refining the dashboard experience
Modules built to replace manual/3rd-party tasks:
Policy quotes across multiple plan types (Group Health, PA, Top-up, Wellness, Parental)
Employee enrollment — auto-synced with HRMS (Keka or other HRMS tools as well) to detect joiners/exits
Benefits & coverage
Endorsements with in-dashboard approve/reject actions
Claims tracking with status breakdown
CD Balance & account transactions
RM/broker flows prioritized bulk actions and tabular views designed for their offline habits, not a forced app-first mindset.
Centralized operational dashboard providing visibility into policies, employees, claims, and key actions.
Impact
Designing for clarity, confidence, and everyday financial workflows
Replaced Pazcare + manual RM/broker processes with one in-house ecosystem
Gave business full ownership and control of its insurance ops experience
Live and supporting multiple corporate HR teams and their employee base end-to-end
Currently live, supporting HR teams through a centralized insurance operations experience.
