Manager – Insurance Operations

Job Summary

We are seeking an experienced and results-driven Manager – Insurance Operations to lead and oversee US Insurance Back Office operations within a BPO environment. The ideal candidate will be responsible for managing daily operations, driving process excellence, ensuring SLA compliance, improving customer satisfaction, and leading high-performing teams while maintaining quality, productivity, and regulatory standards. Experience in US Insurance Back Office processes is mandatory.

Key Responsibilities

• Manage end-to-end US Insurance Back Office operations across Life, Health, Property & Casualty (P&C), or Claims processes.
  
• Lead, mentor, and develop Team Leaders and Operations Associates to achieve business objectives.
  
• Analyze operational data and implement process improvements to enhance efficiency and reduce costs.
  
• Collaborate with clients and internal stakeholders to resolve operational issues and improve service delivery.
  
• Conduct regular performance reviews, coaching sessions, and talent development initiatives.
  
• Ensure compliance with US insurance regulations, company policies, and client-specific guidelines.
  
• Manage workforce planning, capacity utilization, and resource allocation.
  
• Handle escalations and ensure timely resolution of customer and client concerns.
  
• Support transitions, process migrations, and implementation of new business.
  
• Drive operational excellence through KPI monitoring, quality management, and continuous process improvement.
  

Experience

• 5–7 years of experience in US Insurance Back Office Operations within a BPO/KPO environment.
  
• Minimum 3–5 years of experience managing teams in an operations leadership role.
  
• Experience handling US insurance processes is mandatory.
  
• Experience in Life, Health, Property & Casualty (P&C), Policy Administration, Underwriting Support, or Claims Processing is preferred.