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Insurity
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Support Operations Manager

Support Operations Manager

Insurity

10 - 15 years

3 - 6 Lacs

noida

Posted:3 hours ago| Platform:

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Skills Required

operational support backend operational excellence networking performance management reconciliation billing customer support technical support financial services

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead the hiring, onboarding, and mentoring of support analysts and specialists within the BaaS team.

Manage the day-to-day operations of the support function, including task assignments, shift planning, and workload distribution.

Track and manage tasks and ticket queues (via tools like JIRA, Zendesk, or similar) to ensure timely resolution within defined SLAs.

Act as a point of escalation for unresolved or high-impact support issues, ensuring swift and professional handling.

Conduct regular team meetings and 1:1s to align on goals, share updates, and support team development.

Oversee billing and financial support operations , including:

Billing reconciliation

Invoice generation and correction

Payment processing

Refunds and credit adjustments

Account balance queries

Work closely with product, engineering, and finance teams to resolve backend or system-related billing issues.

Manage and maintain the JIRA project board to track issue progress, prioritize work, and ensure visibility.

Monitor and report on key performance indicators (KPIs), SLA adherence, and customer satisfaction metrics.

Drive continuous improvement initiatives to optimize processes, reduce recurring issues, and enhance support quality.

Lead performance management and career development planning for team members.

Who We re Looking For

Minimum 10 years of experience in technical or financial support operations , including at least 3 5 years in a managerial or team lead role .

Prior experience managing billing or financial support functions , including reconciliation, invoicing, and payment processing.

Strong understanding of financial systems , billing logic, and SaaS invoicing models.

Proficiency in Excel (advanced functions, pivot tables) , PowerPoint , and ticketing tools like JIRA , Zendesk , or equivalent.

Excellent communication, leadership, and problem-solving skills.

Strong organizational and stakeholder management abilities in a high-accountability environment.
Experience in the insurance or financial services industry.
Familiarity with US-based billing practices and customer support models.
Exposure to ITIL , SLA management, and operational excellence frameworks.
Experience creating support dashboards and reporting metrics.

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