Work Setup: Hybrid

Employment Type: Full-time

Shift: US Shift

About the Role

We are looking for an experienced Assistant Manager – Operations to lead a team supporting Workers Compensation Claims and P&C insurance operations for a global organization.

This is a hands-on leadership role focused on people management, KPI/SLA performance, process improvement, and stakeholder management with US-based teams.

Key Responsibilities

Lead and develop Analysts/Senior Analysts, managing workloads, performance, and service delivery.
Manage team KPIs, SLAs, productivity, quality, and operational metrics.
Provide coaching and address performance or behavioral concerns.
Review work for accuracy, quality, and compliance with established procedures.
Support claims investigation, documentation review, coverage, and liability assessment.
Partner with US-based stakeholders to resolve issues and maintain service quality.
Drive process improvements, workflow mapping, transitions, and SOP development.
Ensure adherence to applicable policies, procedures, and regulatory requirements.

Requirements

Bachelor's degree in Insurance, Business, Finance, Healthcare, or related field.
3+ years of hands-on people management experience with direct reports.
Experience managing 10+ FTEs is highly preferred.
Strong experience in KPI/SLA management, performance management, and process improvement.
Background in Insurance/P&C Claims, Healthcare, or Finance & Accounting operations.
Strong communication, analytical, coaching, and stakeholder management skills.
Experience working with US-based stakeholders and willingness to work US shifts.

Preferred

Insurance/Claims certifications such as AIC, AINS, Cert CII, or equivalent.
Experience in shared services or BPO operations supporting global clients.

Ideal Candidate

You are a people leader with 3+ years of direct management experience, ideally overseeing 10+ FTEs, with a strong track record in KPI management, process improvement, and operational delivery. Experience in Insurance, Healthcare, or F&A is highly relevant, with P&C/Workers Compensation Claims experience being a strong advantage.

Assistant Operations Manager