Senior Manager – Back Office Operations (BPS – Insurance)

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Job Summary

The Senior Manager – Back Office Operations will lead large-scale operational programs within the Insurance BPS domain, overseeing 250+ FTEs. This role is responsible for end-to-end offshore delivery across back-office operations, digital channels, and transformation initiatives. The position requires strong leadership, client engagement, transformation experience, and operational excellence.

Key Responsibilities

Operational Leadership

• Manage large programs with a span of 250+ FTEs in an offshore environment.
• Own and manage key customer journeys and new transitions.
• Lead end-to-end delivery for offshore operations, ensuring efficiency and quality.
• Collaborate closely with Onshore Journey Leads and the Offshore Head.
• Drive operational excellence, problem-solving, and conflict resolution.

Transformation & Delivery

• Deliver large-scale transformation initiatives with proven results.
• Oversee P&L for the operational span across back-office and digital channels.
• Enhance customer experience through process improvements and digital transformation.
• Identify areas for productivity, automation, and service quality improvements.

Stakeholder & Client Management

• Manage relationships with onshore teams and client stakeholders.
• Understand client requirements and ensure offshore capabilities align with expectations.
• Demonstrate global operational service delivery experience.

People, Process & Transition Management

• Ensure resource capacity and capability meet operational needs.
• Lead and support transitions of complex projects.
• Drive organizational initiatives across multiple sites.
• Use analytical, technical, and statistical tools to improve operations.

Skills & Competencies

• Strong experience in client-facing roles within consulting or technology professional services.
• 15+ years of management experience in MNC BPO environments.
• Excellent analytical and problem-solving abilities.
• Strong written and verbal communication skills in English.
• Demonstrated leadership, adaptability, and ability to manage ambiguity.
• Project management experience.
• Hands-on experience with process improvement tools (Lean, Six Sigma, RCA, etc.).

Essential Requirements

• Bachelor’s degree (Graduate).
• Strong English communication skills (written & verbal).
• Proven track record in delivering large transformation and operational programs.