Assistant Manager – Chat Process (UK Insurance) – Mumbai

Location: Mumbai   •   Experience: Mid Level   •   Openings: 1
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Job description

Job Title: Assistant Manager– Chat Process (UK Insurance)
Job Location: Mumbai
Work Model: Work from Office
 
Candidate Expectations:
7+ years of experience in UK Insurance Operations.
Strong understanding of UK insurance processes and servicing workflows.
Experience in team handling, performance management, coaching, and stakeholder management.
Knowledge of UK insurance regulations, FCA guidelines, Treating Customers Fairly (TCF), and data protection.
Strong exposure to KPI/SLA management, quality, compliance, and process improvement.
Good communication, analytical, and problem-solving skills..
 
Candidate Location - Anywhere in India

Candidate Industry - (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
Education and Certification
Qualification:
Graduate/Postgraduate degree in any discipline.
Lean Six Sigma / process improvement certification is preferred.
Certifications Preferred: CPA / CA / CWA / Six Sigma Green Belt
 
Detailed Job Description
Roles and Responsibilities:

Process & Operations Management
  • Manage day-to-day operations for assigned UK Insurance processes.
  • Monitor KPIs, SLAs, TAT, productivity, accuracy, and customer service.
  • Identify process gaps, operational risks, and improvement opportunities.
People Management
  • Manage, coach, and mentor Associates/Senior Associates.
  • Set performance goals and conduct regular performance and coaching reviews.
  • Identify training needs and support employee skill development.
Quality & Compliance
  • Ensure adherence to FCA guidelines, TCF, data protection, and internal controls.
  • Review quality scores, audit findings, and customer feedback.
  • Perform RCA and corrective/preventive actions for identified issues.
Continuous Improvement
  • Drive Lean, Six Sigma, automation, and process improvement initiatives.
  • Support SOP/process documentation, new process transitions, and transformation initiatives.
  • Identify opportunities for cost optimization, efficiency, and scalability.
 
Other Remarks
Flexible working in any shifts, based on business requirements.
Documents Mandatory - Personal, Academic and Professional.
 
Key Skills
UK Insurance Operations, UK Insurance, Team Handling, FCA, KPI / SLA Management, Quality & Compliance"