Assistant Manager, Operations -POS

Job Summary

Key Responsibilities

• Lead and manage the US Insurance Operations team to meet and exceed performance targets.
• Monitor and review KPI metrics periodically; proactively address gaps.
• Analyze quality results and identify error trends for continuous improvement.
• Supervise, mentor, and develop team members to enhance performance and engagement.
• Identify root causes of defects and implement corrective actions.
• Develop and execute department-level and individual performance plans.
• Handle administrative responsibilities as assigned.
• Ensure effective inventory management during staffing fluctuations.
• Support business continuity planning and execution.
• Maintain high client satisfaction through consistent delivery of quality services.
• Collaborate with business owners to capture and understand process requirements.
• Maintain and update Standard Operating Procedures (SOPs) for all processes.
• Prepare and review daily, weekly, and monthly quality dashboards with onshore and offshore stakeholders.
• Adhere to company policies, employment terms, and directives related to work shifts, flexibility, and evolving business needs.
  

Skills & Competencies

• Strong leadership and team management skills.
• Deep understanding of US Insurance platforms (Life comm, Vantage, Cyberlife).
• Expertise in Life Insurance, Annuities, and Retirement products.
• Proficiency in MS Office and advanced reporting/MIS capabilities.
• Excellent interpersonal and stakeholder management skills.
• Knowledge of Six Sigma methodologies (certified/trained preferred).
• Experience in performance appraisal and management systems.
• Skilled in escalation handling, change management, and transition planning.
• Familiarity with process consulting and operational excellence practices.
• Ability to manage operations during staffing challenges and ensure continuity.
• Open to working night shifts(US Time Zone).
  

Qualifications

• Bachelor’s degree (non-technical).
• 8–11 years of experience in Operations, preferably in the US Insurance domain.
• Hands-on experience with insurance platforms and workflows.
• Exposure to all facets of operations management.
• Six Sigma certification or training preferred.
• Experience in transition management and process consulting is a plus.