Service Delivery Manager - Life Insurance

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