As an Operations Manager, you will lead the operational execution of the program by managing Team Leaders and frontline teams, ensuring service levels, quality, and productivity targets are consistently achieved. You will act as the bridge between the operational teams and the client, ensuring alignment on expectations, performance, and continuous improvement.
Roles and Responsibilities
- Operational Leadership: Oversee daily insurance operations including claims support, underwriting support, and customer servicing activities to ensure operational stability and delivery of SLAs.
- Performance Management: Monitor key operational metrics such as service level, productivity, turnaround time, and quality. Drive corrective actions and improvement initiatives where needed.
- People Leadership: Manage and develop Team Leaders and frontline agents, ensuring strong coaching, accountability, and engagement across the team.
- Client Engagement: Serve as a key operational contact for client stakeholders, participating in performance reviews, operational discussions, and issue resolution.
- Workforce Coordination: Partner closely with WFM to ensure staffing alignment, schedule adherence, and resource planning to support operational demand.
- Quality and Process Governance: Work with QA and Training teams to ensure consistent process execution, knowledge alignment, and quality standards across the operation.
- Operational Improvement: Identify opportunities to improve processes, reduce inefficiencies, and strengthen operational discipline across the program.
- Reporting and Governance: Provide regular operational updates, performance insights, and risk flags to leadership and client stakeholders.
Requirements
- Insurance Operations Experience: Extensive experience in insurance operations, preferably Workers Compensation or Commercial Auto within the P&C insurance space.
- Operations Leadership: Proven experience managing operations teams within a BPO or shared services environment, including oversight of Team Leaders and frontline staff.
- Client Management: Strong experience working with client stakeholders and managing operational relationships.
- People Leadership: Demonstrated ability to lead teams, drive performance, and develop future leaders within the organization.
- Operational Discipline: Strong understanding of operational KPIs, service levels, productivity metrics, and performance management.
- Communication Skills: Strong communication and stakeholder management skills with C1 English proficiency.
- Analytical Mindset: Ability to analyze operational data, identify performance gaps, and implement improvement initiatives.
- Adaptability: Comfortable working in a fast-paced operational environment with evolving priorities and business needs.
