Assistant Manager

Role Summary

The Assistant Manager – Operations will support the Operations Manager in overseeing the day-to-day delivery and performance of PIE's Claims, Collections, and Underwriting operations.

The role is responsible for ensuring operational commitments are met, risks are managed, and teams are supported across all three LOBs.

Roles and Responsibilities

• Support the Operations Manager in managing Claims, Collections, and Underwriting operations.
• Oversee day-to-day operational performance across the three LOBs.
• Drive achievement of agreed SLA, turnaround time, productivity, quality, and staffing requirements.
• Monitor workload, case inventory, aging, backlog, and overall operational health.
• Ensure proper prioritization, ownership, and timely completion of work.
• Identify operational risks and performance gaps and drive corrective actions.
• Lead regular performance reviews with Team Leaders and ensure agreed actions are completed.
• Coach and develop Team Leaders while maintaining clear accountability for performance.
• Partner with WFM on staffing, capacity planning, scheduling, and workload management.
• Partner with Quality and Training to address process, knowledge, and performance gaps.
• Ensure adherence to PIE processes, procedures, controls, and business requirements.
• Lead business reviews for Claims, Collections, and Underwriting, including preparation of performance insights, risks, action plans, and key operational updates.
• Support operational reporting, governance meetings, and performance updates.
• Manage operational issues and escalate material risks to the Operations Manager with recommended actions.
• Support process improvements, automation initiatives, transitions, and expansion of the Claims, Collections, and Underwriting functions.
• Coordinate with support functions including WFM, Quality, Training, HR, IT, and other teams as needed.
• Act as a key operations point of contact and represent the Operations Manager when required.