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 & DevelopmentLead and manage a diverse team comprising Subject Matter Experts, and Associate Managers
• Build a culture that values ownership, accountability, and continuous learningIdentify skill gaps, support individual development plans, and encourage cross-functional collaboration
• Drive team engagement through regular coaching, constructive feedback, and timely recognition
• Operational ManagementEnsure consistent adherence to SLAs, KPIs, and contractual obligations across all processes
• Handle client escalations with urgency and professionalism, ensuring timely resolutionLead 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