Assistant Operations Manager

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.