Manager - Life Insurance Domain

Position Summary:

• 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

QualificationsGraduate/Post-Graduate