Operations Manager

Job SummaryThe 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.Key ResponsibilitiesManage 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.QualificationsBachelor’s degree in any course2+ years as an Operations Manager under InsuranceExperience 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.