Operations Manager

The Operations Manager is responsible for managing the day-to-day performance of an insurance BPO account, ensuring service-level agreements (SLAs), quality, productivity, compliance, and client expectations are consistently met. The role leads Team Leaders and associates while driving operational efficiency and continuous improvement.

• Manage daily operations for insurance processes such as policy servicing, claims support, underwriting support, customer service, or back-office transactions.
• Lead and develop Team Leaders and frontline associates.
• Monitor and achieve key metrics including AHT, SLA, productivity, quality, CSAT, attendance, and service levels.
• Ensure compliance with client requirements, insurance procedures, data privacy standards, and internal policies.
• Conduct regular performance reviews and create action plans for underperforming teams.
• Analyze operational reports and identify trends, risks, and improvement opportunities.
• Handle client escalations and participate in business reviews.
• Partner with Workforce Management, Quality, Training, HR, IT, and other support functions.
• Drive process improvement, automation, cost reduction, and productivity initiatives.
• Ensure adequate staffing and operational readiness during peak periods.
• Manage escalations involving customers, employees, and clients.
• Prepare weekly and monthly operational reports and business-review presentations.
• Support transitions, new-process launches, migrations, and client implementations.

• Bachelor's degree in any course
• 2+ years as an Operations Manager under Insurance
• Experience handling an insurance account/process is highly preferred.
• Strong knowledge of BPO metrics such as AHT, CSAT, QA, SLA, productivity, shrinkage, and attrition.
• Experience managing Team Leaders and large frontline teams.
• Strong client-facing and presentation skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in Excel and reporting/analytics tools.
• Willingness to work in shifting schedules, including night shifts, where required.