Operations Manager

About the Role

Operations Manager

Responsibilities

Day-to-Day Operations

• Follow detailed SOPs to make outbound calls to insurance companies and gather required data.
• Enter collected data into designated forms and systems with accuracy and timeliness.
• Update, correct, and validate insurance data in multiple systems as per defined processes.
• Manage call volumes (typically 2030 calls/day during peak periods) while maintaining quality.
• Exercise judgment when facing scenarios not neatly covered by SOPs, escalating when necessary.

Process Documentation & SOP Management

• Maintain and follow existing SOPs to ensure consistency and quality.
• Contribute to process documentation and creation of new SOPs as responsibilities grow.
• Suggest improvements in templates, workflows, and checklists to streamline operations.
• Ensure compliance with all operational procedures and regular updates to documentation.

Performance & Growth

• Collaborate with cross-functional teams to optimize workflows.
• Track and report operational metrics, providing inputs for dashboards and leadership reports.
• Over time, take ownership of creating and standardizing SOPs.
• Support change management and continuous improvement initiatives.

Qualifications

• 2-5 years of experience in operations, customer service, or process-driven roles (preferably in insurance, healthcare, or data-heavy environments).
• Strong communication skills with the ability to make professional outbound calls.
• High attention to detail, data accuracy, and follow-through.
• Ability to work independently, follow structured processes, and exercise sound judgment.
• Comfort with handling peaks in workload and maintaining output under pressure.
• Strong aptitude for process building and documentation.
• Proficiency with data entry tools, CRM systems, and Excel/Google Sheets.

Key Competencies

• Process-Oriented Mindset:

  Comfortable following structured SOPs while spotting opportunities for improvement.

• Analytical & Data-Driven:

  Ability to track, interpret, and use data for decision making.

• Adaptability:

  Comfortable working in a dynamic environment with peaks and valleys in workload.

• Ownership & Accountability:

  Takes responsibility for delivering consistent, high-quality work.

• Problem-Solving:

  Exercises judgment when processes don't fully apply and escalates appropriately

Work Timings

6:30 PM IST- 3:30 AM IST