Head of Customer Operations

Role Overview :

The Chief Manager – Operations will be responsible for leading large-scale insurance operations, driving operational excellence through strategic initiatives, digital transformation, and data-driven governance. The role demands strong leadership, an ability to influence cross-functional teams, and a focus on delivering superior customer experience through efficient processes and empowered teams.

Key Responsibilities :

Operational Leadership : Oversee day-to-day operations across multiple customer service processes ensuring high accuracy, productivity, and service quality.

Strategic Execution : Translate organizational strategy into actionable operational plans to achieve business outcomes and service KPIs.

People Management : Lead and develop large, diverse teams with a focus on engagement, performance management, and capability building.

Digital & Analytics Enablement : Drive adoption of digital tools, automation, and analytics for improving process efficiency, customer experience, and decision-making.

Governance & Risk Management : Establish strong process controls, performance monitoring frameworks, and data-driven governance to pre-empt potential issues and drive continuous improvement.

Stakeholder Management : Collaborate with cross-functional teams including Sales, Digital, Product, Compliance, and to ensure smooth service delivery and seamless execution of business priorities with measurable outcomes

Customer-Centric Operations : Champion process improvements and initiatives to enhance customer experience and service turnaround times.

Insights & Performance Reporting : Generate insights & dashboards to support management reviews, track key operational metrics and present insights, trends, and recommendations to senior management for informed decision-making.

Skills & Competencies :

Strong strategic and analytical thinking with demonstrated ability to translate insights into action.

Exceptional people management and leadership skills with experience in leading large teams. Data-driven approach with proficiency in using analytics and dashboards for decision-making.

Exposure to process re-engineering, automation, and digital transformation initiatives.

Excellent communication and stakeholder management skills – ability to influence across levels and functions without direct authority.

Deep understanding of insurance customer service operations, processes, and regulatory environment.

Strong problem-solving orientation and ability to anticipate operational challenges proactively.

Experience & Qualifications :

Experience : Minimum 10 years of progressive experience in managing large-scale operations, preferably in the insurance or financial services industry.

Educational Qualification : MBA from a reputed institute (preferably Tier-1 or Tier-2 B-school).

Preferred Background : Experience in operational strategy, process excellence, or customer service transformation functions.

Personal Attributes :

High ownership mindset with a bias for action and results.

Collaborative and empathetic leader with a customer-first orientation.

Agile and adaptable to a dynamic business environment.

Strong integrity and governance orientation.