Operations Manager

Hello,

We are looking for an Operation Manager to manage our Contact Centre Operations with below requirement and skill set.

walk-in

The Operations Manager will lead a 100 - 140 seat outbound insurance contact centre focused on revival, retention, collections, and renewal calling across multiple insurer clients. The role requires strong people management, client handling, process governance, and deep domain experience in life insurance outbound operations. This position reports directly to the Head of Operations and will act as the primary owner for performance delivery, client governance, and team leadership for 56 Team Leaders.

1. Leadership & Team Management

• Lead and manage 56 Team Leaders and a growing team of 100140 outbound calling agents.
• Drive performance culture through structured coaching, daily reviews, and TL capability building.
• Ensure team morale, discipline, and agent engagement remain consistently high.
• Govern WFM ac vi es (rosters, shrinkage, forecas ng inputs) executed by the WFM team.

2. Performance Delivery & Monitoring

• Drive monthly collec on, revival, and reten on performance for the en re unit.
• Monitor daily KPIs such as Contact %, PTP %, Conversion %, Recovery %, and call produc vity.
• Review TL dashboards and intervene proac vely to fix emerging performance gaps.
• Conduct trend analysis on por olio behavior (vintage-wise, policy value, high-risk buckets).
• Drive improvement in occupancy, adherence, talk me, and team efficiency.

3. Client Management & Governance

• Act as the primary opera ons contact for insurer partners.
• Lead weekly and monthly client governance calls, business reviews, and performance deep dives.
• Prepare and present performance decks, ac on plans, and RCA for variances.
• Maintain strong client confidence through clear communica on, responsiveness, and delivery discipline.
• Ensure seamless execu on of client campaigns, process changes, and new launches.

4. Process Governance & Quality Oversight

• Oversee adherence to scripts, customer communica on guidelines, and revival process workflows.
• Partner with internal Quality teams for call audits, feedback loops, and compliance improvement.
• Own root-cause analysis for process devia ons and implement correc ve ac ons.
• Improve process hygiene through SOP updates and standardized TL operating rhythms.

5. Escala on & Issue Management

• Handle customer complaints/escala ons raised during revival/reten on interac ons.
• Coordinate with internal teams (Tech, Product, Data Ops, QA) and insurer partners for resolu on.
• Ensure mely closure of opera onal issues and minimize repeat escalations.

6. People Development & A ri on Control

• Drive TL competency development through mentoring, goal se ng, and structured reviews.
• Iden fy skill gaps and collaborate with trainers for upskilling interventions.
• Own team a ri on metrics and execute retention strategies to stabilize the floor
• Support hiring panels by providing input on TL/agent capabili es (not a primary responsibility).

7. Technology & Tools

• Ensure effec ve use of dialer/CRM func onali es for campaign opmization.
• Govern real-me monitoring, lead assignment logic, retry rules, and data bucket cadences.
• Work with internal tech teams for tool issues, enhancements, and workflow refinements.

Key Skills & Competencies

• Mandatory: Prior experience in insurance outbound operations (revival retention / renewals / collections).
• Strong understanding of lapsed/lapsing customer behaviour and revival drivers.
• Excellent team leadership and people management capability at scale (100+ headcount).
• High client management maturity with proven experience running business reviews.
• Good analytical orientation to read revival trends, contactability patterns, and portfolio metrics.
• Ability to manage pressure, drive outcomes, and maintain delivery discipline.
• Strong communication skills (English + regional language preferred).
• Good to have: exposure to SOP crea on, process excellence, or continuous improvement initiatives

Education & Experience

Graduate in any discipline .

710 years of total contact centre experience with at least 23 years in an Operations Manager (Ops) role.

Experience managing large outbound contact centres (80150 agents) in the insurance domain is required.

Interested Candidates can walk in with their updated CV on the below mentioned address:

Valuenable Pvt. Ltd.

Neptune Magnet Mall, S-220A,

Lal Bahadur Shastri Marg,

Bhandup West,

Mumbai, Maharashtra 400078

Contact Person:

Kuber Thakur

Contact Number: 9820717845

HR Manager