Operations Supervisor

About ReSource Pro

ReSource Pro is a leading provider of business process management (BPM), technology, and strategic consulting services exclusively for the insurance industry. Founded in 2003, the company partners with insurance organizations worldwide to optimize operations, improve performance, and drive sustainable growth. Headquartered in New York City, ReSource Pro serves carriers, brokers, MGAs, and wholesalers across global delivery centers.

ReSource Pro's culture is people‑centered, service‑driven, and excellence‑focused, rooted in deep insurance industry expertise. The company emphasizes building long‑term trust with clients through high standards of quality, reliability, and accountability.

About the role

Operations Supervisor (US Insurance) is responsible for processing complex insurance tasks, implementing new tasks and managing existing tasks without supervision. The role involves performing auditing and troubleshooting to achieve compliance requirements, managing and conducting training, and meeting quality, quantity and time deadlines. The Operations Supervisor identifies client needs, proposes solutions, and communicates with clients via email or call to build relationships. The role requires analyzing operation problems and tailoring actions to optimize operations.

Key responsibilities

• Operate a variety of client systems and process complex tasks and activities without supervision, following ReSource Pro's Information Security policies and client security requirements
• Monitor each client team's AMP and OPEX related activity on the Supervisor Portal System; coach and support the team to onboard new tasks and ensure client satisfaction
• Coach and support the client team's daily operation, regularly review business results, and optimize team operation
• Supervise and ensure compliance of company policy and related projects, following Information Security policies and guidelines
• Lead and manage client facing insurance processing-related special projects
• Analyze data and generate and present reports
• Assist with new client onboarding and independently onboard new tasks
• Communicate with clients via email and demonstrate subject matter expertise in interactions
• Identify client needs, propose solutions, and collaborate internally to tailor solutions to client needs
• Attend and may lead client calls and meetings to build client relationships
• Coach and support planning and implementation of each team member's individual development goals; generate team promotion plans and build team pipeline
• Coach planning and implementation of each team member's individual performance goals and conduct regular performance feedback and evaluation
• Set up training plans, manage training processes, deliver training, and coach Jr. Trainers

About you

• College Graduate
• 5+ years BPO experience, including 3-5 years supervisory/team lead experience; project
• management and insurance processing experience preferred
• Audit experience is a must
• Typing skills
• Client System Operation skills
• Operations Optimization skills
• MS Office skills
• Email reading and writing skills
• Problem solving skills
• Training skills
• Organization and attention to detail
• Excellent interpersonal and communication skills
• High level of English language proficiency
• Less than 5% domestic travel

Elevate your career with ReSource Pro, where your leadership, expertise, and vision will help shape the future of insurance operations on a global scale.