Senior Manager – Back Office Operations

3 days ago

Nagpur, Maharashtra, India BIITECH, LLC Full time US$ 8,50,000 - US$ 14,00,000 per year

Job Title:
Senior Manager – Back Office Operations

Department:
BPS – Insurance

Location:
Nagpur

Grade:
BPO 6

Preferred Experience:
14+ years

Job Summary

The Senior Manager – Back Office Operations will lead large-scale operational programs within the Insurance BPS domain, overseeing 250+ FTEs. This role is responsible for end-to-end offshore delivery across back-office operations, digital channels, and transformation initiatives. The position requires strong leadership, client engagement, transformation experience, and operational excellence.

Key Responsibilities
Operational Leadership

  • Manage large programs with a span of 250+ FTEs in an offshore environment.
  • Own and manage key customer journeys and new transitions.
  • Lead end-to-end delivery for offshore operations, ensuring efficiency and quality.
  • Collaborate closely with Onshore Journey Leads and the Offshore Head.
  • Drive operational excellence, problem-solving, and conflict resolution.

Transformation & Delivery

  • Deliver large-scale transformation initiatives with proven results.
  • Oversee P&L for the operational span across back-office and digital channels.
  • Enhance customer experience through process improvements and digital transformation.
  • Identify areas for productivity, automation, and service quality improvements.

Stakeholder & Client Management

  • Manage relationships with onshore teams and client stakeholders.
  • Understand client requirements and ensure offshore capabilities align with expectations.
  • Demonstrate global operational service delivery experience.

People, Process & Transition Management

  • Ensure resource capacity and capability meet operational needs.
  • Lead and support transitions of complex projects.
  • Drive organizational initiatives across multiple sites.
  • Use analytical, technical, and statistical tools to improve operations.

Skills & Competencies

  • Strong experience in client-facing roles within consulting or technology professional services.
  • 15+ years of management experience in MNC BPO environments.
  • Excellent analytical and problem-solving abilities.
  • Strong written and verbal communication skills in English.
  • Demonstrated leadership, adaptability, and ability to manage ambiguity.
  • Project management experience.
  • Hands-on experience with process improvement tools (Lean, Six Sigma, RCA, etc.).

Essential Requirements

  • Bachelor's degree (Graduate).
  • Strong English communication skills (written & verbal).
  • Proven track record in delivering large transformation and operational programs.

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