Senior Operations Manager Claims | Cebu IT Park

Position Overview

The Senior Operations Manager – Claims is responsible for providing strategic leadership and operational oversight of the Claims Department, ensuring the delivery of high-quality, efficient, compliant, and customer-centric claims services. This role drives operational excellence by leading managers and large-scale claims teams, optimizing end-to-end processes, strengthening risk and compliance frameworks, and delivering business outcomes aligned with organizational goals. The Senior Operations Manager serves as a key stakeholder in business planning, client management, continuous improvement initiatives, and organizational transformation efforts within the BFSI environment.

Key Responsibilities

Strategic Operations Leadership

• Lead and oversee end-to-end claims operations, ensuring achievement of service level agreements (SLAs), productivity targets, quality standards, and customer satisfaction goals.
• Develop and execute operational strategies that support business growth, scalability, and operational excellence.
• Drive workforce planning, capacity management, and resource optimization across claims functions.

People Leadership & Organizational Development

• Manage and develop Operations Managers, Assistant Managers, Supervisors, and Team Leaders.
• Foster a high-performance culture through coaching, succession planning, talent development, and employee engagement initiatives.
• Establish performance management frameworks and accountability measures to achieve business objectives.

Process Excellence & Transformation

• Identify opportunities for process improvement, automation, and digital transformation to enhance claims processing efficiency and accuracy.
• Lead continuous improvement initiatives utilizing methodologies such as Lean Six Sigma, Kaizen, or operational excellence frameworks.
• Partner with cross-functional stakeholders to implement strategic operational enhancements and best practices.

Compliance, Risk & Governance

• Ensure all claims activities adhere to company policies, regulatory requirements, industry standards, and legal guidelines within the BFSI sector.
• Lead risk mitigation initiatives, audit readiness programs, and compliance reviews.
• Develop governance frameworks that strengthen operational controls and minimize business risks.

Client & Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders, clients, and business partners.
• Act as the senior escalation point for critical, complex, and high-value claims issues.
• Present operational performance, business insights, and strategic recommendations to executive leadership and clients.

Performance Management & Analytics

• Monitor operational performance through KPIs, dashboards, and scorecards.
• Analyze trends, identify risks and opportunities, and develop action plans to drive continuous improvement.
• Prepare and present executive-level reports, forecasts, and business reviews.

Financial & Business Management

• Manage departmental budgets, resource allocation, and cost-efficiency initiatives.
• Drive financial performance through productivity improvements, cost optimization, and operational effectiveness.
• Support business development initiatives and contribute to organizational growth strategies.

Qualifications & Requirements

Experience

• Minimum 5–8 years of claims operations experience, with at least 3 years in a Senior Operations Manager, Operations Manager, or equivalent leadership role within a claims environment.
• Proven experience managing large-scale operations and multiple leadership layers in a BPO, shared services, insurance, banking, or financial services organization.

Domain Expertise

• Strong background in Banking, Financial Services, and Insurance (BFSI) with deep expertise in claims processing, claims adjudication, claims investigations, or related functions.
• Thorough understanding of claims governance, regulatory compliance, and operational risk management.

Preferred Certifications

• Lean Six Sigma Green Belt/Black Belt
• COPC Certification
• Project Management Professional (PMP)
• Relevant Insurance or Financial Services Certifications

Skills & Competencies

• Strong strategic leadership and people management capabilities.
• Excellent stakeholder and client management skills.
• Advanced analytical, problem-solving, and decision-making abilities.
• Proven experience managing KPIs, SLAs, operational metrics, and business reviews.
• Strong financial and budget management experience.
• Proficiency in claims management platforms, workforce management tools, CRM systems, and reporting dashboards.
• Exceptional communication, presentation, and influencing skills.

Work Arrangement

• Willing to work onsite in Cebu IT Park.
• Flexible to support business requirements and client-driven schedules.