Operations Manager

Position Summary :

We are seeking a highly motivated, dedicated, and detail-oriented individual to join our client's team as a manager to lead Life Insurance BPS operations. This role demands strong leadership, operational discipline, and a sharp focus on service delivery. The Operations Manager will be responsible for managing end-to-end business processes, ensuring adherence to service level agreements, and driving operational efficiency across teams.

Key responsibilities include overseeing daily operations, managing performance metrics, improving workflows, and fostering a culture of accountability and continuous improvement. The role also involves close coordination with cross-functional teams to ensure consistent, high- quality outcomes aligned with client expectations and business goals.

Skills & Experience Required

Minimum hands on experience of 14+ Years.

Define, document, and ensure standardized processes, methodologies, and controls to deliver high-quality services and reduce risks.

Conduct reviews and assessments to identify areas for improvement and ensure compliance with ISO 9001 and QMS certifications.

Integrate multiple QA tools to establish effective workflows and develop comprehensive KPI dashboards leveraging Digital QA Tools, AI, and ML to provide real-time visibility into metrics and trends.

Maintain all standardized QMS full audit forms / scorecards in a central location, allowing authorized users to configure them as per the QMS program's specific needs.

Ensure flexibility in quality sampling based on comfort levels and scoring aligned with the severity of a step within the overall process.

Coordinate with BA, AWD, SmartX, Reporting, and QA teams to drive standardization across processes.

Implement QMS processes, such as risk governance, compliance, and controls, to ensure conformance with the QA program.

Review and track go-to-green actions for non-green engagements to drive continuous improvement.

Support GRC efforts by gathering information to identify trends and concerns, enabling timely mitigations and preventative actions. Ensure data collection is accurate and timely for effective risk management.

Utilize QC tools to streamline data collection, analysis, and reporting for proactive issue resolution.

Qualifications

Graduate / Post-Graduate

Certification in Life Insurance Domain will be an added advantage.