Manager - Life Insurance Domain

4 days ago

Noida, Uttar Pradesh, India Shashwath Solution Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Summary:

We are seeking a highly motivated, dedicated, and detail-oriented individual to join our team as a manager to lead our Life Insurance BPS operations. This role demands strong leadership, operational discipline, and a sharp focus on service delivery. The Operations Manager will be responsible for managing end-to-end business processes, ensuring adherence to service level agreements, and driving operational efficiency across teams.

Key responsibilities include overseeing daily operations, managing performance metrics, improving workflows, and fostering a culture of accountability and continuous improvement. The role also involves close coordination with cross-functional teams to ensure consistent, high-quality outcomes aligned with client expectations and business goals.

  • Key Responsibilities includes:
  • Team Leadership & Development
  • Lead and manage a diverse team comprising Subject Matter Experts, and Associate Managers
  • Build a culture that values ownership, accountability, and continuous learning
  • Identify skill gaps, support individual development plans, and encourage cross-functional collaboration
  • Drive team engagement through regular coaching, constructive feedback, and timely recognition
  • Operational Management
  • Ensure consistent adherence to SLAs, KPIs, and contractual obligations across all processes
  • Handle client escalations with urgency and professionalism, ensuring timely resolution
  • Lead process transitions, system upgrades, and ensure minimal disruption during change management
  • Performance Management
  • Monitor team performance using defined metrics and dashboards
  • Conduct monthly performance reviews and initiate corrective actions where needed
  • Use data insights to identify patterns, address issues, and improve overall outcomes
  • Process Optimization
  • Identify inefficiencies and close process gaps through structured analysis
  • Collaborate with quality, training, and workforce management teams to align on improvement initiatives
  • Support automation and digital transformation efforts to enhance productivity and accuracy
  • Deliver accurate and timely reports on daily, weekly, and monthly performance
  • Present trends, risks, and recommendations to leadership for informed decision-making
  • Track and analyze key metrics including productivity, attrition, and attendanceClient Management
  • Maintain regular engagement with onshore stakeholders to align on priorities and expectations
  • Communicate process updates, changes, and performance outcomes with transparency
  • Ensure consistent and timely communication to build trust and maintain service qualitySkills & Experience Required
  • Proven leadership experience with strong people management capabilities across diverse teams
  • Excellent communication and interpersonal skills to engage effectively with internal teams and external stakeholders
  • Strong analytical mindset with a clear focus on data-driven decision-making and performance tracking
  • Demonstrated ability in managing client relationships and coordinating with multiple stakeholders
  • In-depth understanding of operational metrics such as AHT, CSAT, SLA, and their impact on service delivery
  • Ability to work under pressure while managing competing priorities and tight timelines
  • Advanced proficiency in Microsoft Office Suite, especially Excel, Power BI, and PowerPoint for reporting and analysis

Qualifications

Graduate/Post-Graduate

Certification in Life Insurance Domain will be an added advantage

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