Lead Insurance Operations- Pune / Gurgaon
Location: Pune, Gurugram • Level: Senior Level • Openings: 4 • Type: Full-time
Job description
Job
Title: Lead and Manager – Insurance Operations
Job
Location: Pune and Gurgaon
Work
Model: Work from Office
Candidate
Location: Anywhere in India
Skills:
Insurance Operations
Candidate
Industry: BPO / KPO
Education:
Any Graduate
Experience:
16+ years of overall experience, with a minimum of 5 years of people management
experience
Job
Responsibilities
Lead
end-to-end Insurance Operations across Personal Lines (PL), Commercial Lines
(CL), and Employee Benefits (EB), ensuring operational efficiency, financial
performance, and client service excellence.
Manage
a span of control of 80+ FTEs through multiple layers of leadership, including
Team Managers, Team Leaders, SMEs, and Associates.
Drive
strategic planning, workforce management, capacity planning, productivity
improvement, and operational excellence initiatives.
Manage
client relationships and serve as the primary escalation point for service
delivery, governance reviews, risk mitigation, and business continuity.
Lead
process transitions, client migrations, transformation programs, automation
initiatives, and global standardization projects.
Ensure
adherence to SLAs, KPIs, quality standards, compliance requirements, regulatory
guidelines, and customer satisfaction targets.
Provide
leadership in performance management, succession planning, coaching, talent
development, and employee engagement.
Collaborate
with senior stakeholders, carriers, brokers, and business leaders to drive
process improvements and achieve strategic business objectives.
Monitor
operational dashboards, financial performance, profitability, resource
utilization, budgeting, and forecasting.
Implement
continuous improvement initiatives using Lean, Six Sigma, automation, and
industry best practices.
Lead
governance meetings, client business reviews, audits, compliance reviews, and
executive reporting.
Drive
organizational change management, employee retention, and high-performance
culture initiatives.
Must-Have
Skills
10+
years of overall experience in Insurance Operations, Insurance Broking, Shared
Services, BPO, KPO, or Business Process Management environments.
Minimum
5 years of documented people management experience in Team Manager, Operations
Manager, Senior Operations Manager, or Service Delivery Management roles.
Proven
experience managing 80+ FTEs through multiple layers of leadership.
Strong
expertise in Personal Lines (PL), Commercial Lines (CL), and/or Employee
Benefits (EB) insurance operations.
Experience
in large-scale transitions, client migrations, business transformation, and
process re-engineering.
Strong
understanding of US insurance regulatory requirements, policy lifecycle
management, ACORD forms, compliance frameworks, and operational governance.
Demonstrated
experience in client stakeholder management, executive communications, and
business reviews with global clients.
Proven
track record of improving productivity, quality, operational efficiency, and
cost optimization.
Strong
skills in workforce planning, capacity management, resource utilization, and
performance monitoring.
Excellent
leadership, communication, stakeholder management, and problem-solving skills.
Job ID: 1998