Manager – Life Insurance Domain

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

Role profile

Role: Manager

Current incumbent: Life BPS

Division: Life Insurance

Team: L&W BPS

Job Function: Operations

Global Job Level: Level 8

Reports to: Sr. Manager/Director

No of direct reports: TBD

Reporting & Insights

• 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 attendance

Client 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 quality

Skills & 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