Responsibilities
Experienced Operations Manager with preferred expertise Insurance responsible in ensuring accurate, timely, and compliant end-to-end operational rigor.
The Operations Manager must demonstrate strong leadership in managing high-volume, complex claims operations while maintaining strict adherence to regulatory, risk, and quality standards.
Key Requirements Include
- Proven experience in Operational Management, with accountability for critical KPIs such as turnaround time (TAT), accuracy, productivity, utilization, and service quality.
- Strong capability in workforce planning, capacity management, and resource onboarding to handle fluctuating claims volumes and seasonal demand.
- Expertise in driving process optimization and standardization across claims intake, adjudication, and resolution to improve cycle time and reduce errors.
- Ability to lead automation and digital enablement initiatives, including use of workflow tools and productivity dashboards to enhance efficiency, transparency, and scalability of claims operations.
- Strong understanding of risk, compliance, and audit requirements, ensuring all claims processing activities align with internal controls and regulatory standards.
- Proven track record in managing escalations and complex claims cases, ensuring timely resolution while maintaining customer trust and experience.
- Effective stakeholder management across onshore partners and support teams to ensure seamless claims handling and issue resolution.
- Capability to drive continuous improvement and value delivery, including productivity gains, cost efficiency, and enhanced customer outcomes.
Qualifications
Leadership & Management Skills
- Strong people leadership and team development capability (managing Team Leads and large teams)
- Effective performance management and coaching skills
- Ability to drive accountability, ownership, and results orientation
Operational & Analytical Skills
- Strong analytical and problem-solving skills with ability to interpret operational data and trends
- Proficiency in KPIs management (TAT, SLA, accuracy, productivity, utilization)
- Experience using reporting tools, dashboards, and workforce management systems
Process & Transformation Skills
- Knowledge of Lean, Six Sigma, or continuous improvement methodologies (preferred)
- Ability to identify and implement process improvements and automation opportunities
- Strong focus on efficiency, scalability, and standardization
Communication & Stakeholder Skills
- Strong stakeholder management and collaboration skills across global teams
- Excellent communication and influencing skills (both written and verbal)
- Ability to manage cross-functional alignment and issue resolution
Technical & Digital Skills
- Proficiency in Microsoft Excel, reporting tools, and productivity analytics platforms
Additional Information
Experience Principal
At Principal, we value connecting on both a personal and professional level. Together, we're imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.
Principal is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
