Head of Operations

Head of Operations – Insurance & Wellness

Location: Bangalore

Experience: 10–15 years

Reporting to: CEO

Role Summary

Client is building a modern, tech-enabled corporate insurance and wellness platform for mid-market & enterprise companies

We are looking for a Head of Operations who can design scalable systems, solve complex problems, and lead high-performing teams, while deeply understanding insurance operations.

This is not a 'run-the-factory' role.

This is a build-the-factory-so-it-runs-without-heroics role.

What You Will Own

1. Operations Systems& Process Design

• Design simple, scalable SOPs across:

Claims

Endorsements

Support

Wellness operations

• Identify bottlenecks and redesign workflows for speed, quality, and predictability
• Reduce dependency on individuals and create institution-level reliability

2.Data, MIS & Decision Infrastructure

• Own the single source of truth for ops metrics
• Define and track:

TAT buckets

Aging & backlog

Root-cause categories

• Build and maintain dashboards (Metabase or similar)with assistance from analysts
• Use SQL / AI tools to analyze trends and drive decisions

3.Tech Enablement &Automation

• Translate operational pain points into clear Business Requirement Documents (BRDs)
• Partner with Product& Engineering to build or buy the right solutions
• Ensure tools are actually adopted and deliver measurable outcomes

4.People Leadership &Capability Building

• Lead and develop:

Head of Claims

Endorsements & Ops Managers

Business Analysts

• Coach teams on structured problem solving and prioritisation
• Build a culture of ownership, empathy,and continuous improvement

5.Insurer, TPA & Wellness Partner Management

• Act as the senior escalation point for complex and high-impact cases
• Deeply understand policy wordings, rejection patterns, and grey areas
• Codify insurer behaviors and best escalation practices into repeatable playbooks

What We're Looking For

Must-Have

• Strong systems thinker with a track record of designing and improving operations

• Excellent problem solver who works from root causes, not symptoms
• Comfortable with data & tech:
• Writing / validating SQL queries (directly or via AI)
• Building dashboards (Metabase/ Looker / PowerBI)
• Writing clear BRDs (Business Requirement Documents)
• Proven people leader with experience managing large, multi-layered teams

Nice-to-Have

• Experience in corporate insurance, TPAs, or large insurance brokers
• Experience in startups or scale-ups leading operations
• Consulting background with experience of operations transformation
• Prior exposure to regulated or complex operational environments

What Will Make You Successful Here

• You design systems people want to follow because they work
• You turn chaos into structure and intuition into data
• You coach smart teams to think better, not just work harder
• You build institutional leverage, not dependency on individuals

If you enjoy building scalable systems, solving hard problems, and leading high-impact teams—this role is for you.

Skills Required
Powerbi, Sql