Lead - Operations

Job Description

Design, implement, and continuously refine key operational processes for the post-payment journeys of Health & Life D2C insurance products. Drive operational efficiency by defining and maintaining SOPs, implementing best-in-class processes and continuously refine them to meet the business needs. Manage vendor relationships end-to-end, from identification and onboarding to performance monitoring, ensuring alignment with business goals. Collaborate closely with finance teams to ensure accurate reconciliation processes, enabling seamless financial tracking and reporting. Coordinate cross-functionally with product and analytics teams to lead solution workshops for new product features, collate supporting data, define GTM strategies, complete UAT, and train advisors for smooth implementation. Define processes, tightly manage execution timelines, and optimise the post-payment journey by capturing team feedback and evaluating performance. Monitor and drive key initiatives to enhance NPS of the customers across journeys Prepare and present weekly/monthly reports to senior management, offering insights into operational performance, vendor management, and key initiatives