Senior Operations Manager - Insurance

Job Description

Responsibilities Oversee end-to-end insurance calling operations Lead and manage large teams (300+ employees), ensuring productivity, quality, and service level adherence. Develop and implement operational strategies to optimize performance, enhance customer experience, and meet business objectives. Collaborate with senior leadership and clients to understand requirements and drive process improvements. Drive workforce management, resource planning, and capacity optimization. Ensure compliance with industry regulations, client policies, and company SOPs. Implement and oversee training programs to upskill teams and enhance operational effectiveness. Work closely with HR, IT, and Training teams to support recruitment, retention, and process automation initiatives. Manage budgeting, and cost control measures to maintain financial efficiency. Requirements Strong leadership and people management skills. Expertise in insurance calling (sales & service) within a BPO/contact center setup. Ability to analyze data, identify trends, and drive strategic initiatives. Hands-on experience with CRM, workforce management, and call center analytics tools. Process improvement and change management experience. Strong stakeholder and client management skills. Excellent problem-solving, and decision-making abilities. Qualification Bachelors/master’s degree in business administration, Operations Management, or a related field. 8+ years of experience in BPO/call center operations, with a focus on insurance calling. Prior experience in managing large teams (300+ FTEs) and handling P&L responsibilities. Logistics Location - Noida Compensation : Competitive! Joining - ASAP!