Operations Manager- Insurance (Property and Casualty, Non-Life Insurance)

Job Responsibilities :

Managing a team of ~100 resources & 6-8 team leads supporting Insurance Back office operations.

Team Management and Leadership

Responsible for SLA Management, Issue Management and Reporting.

Maintaining high standards for product or service quality is crucial. Implement quality control measures to ensure zero defects.

Client Cadence – Daily, Weekly and Monthly

Client and HCL leadership Governance meetings

Team Management – coaching, feedback, performance assessment

Able to work collaboratively across all teams, identifying best practices and process efficiencies.

Shall be responsible for the overall performance of the Process and the team members.

Aptitude for preparing process reports on monthly / quarterly / annually basis.

Experienced working with external and internal auditors

Assists management with hiring processes and provide regular developmental feedback and guide team members through their career development process.

Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.

Effective performance management, shrinkage & attrition management directly proportionate to the health of the business.

Drive & execute process improvements, automation across the scope of work.

Accountable for accurate and timely execution of required control checks. Drives compliance with established controls operating guidelines and KPI’s.

Key Competencies

14-16 years’ experience in Insurance operations with at least 8-10 years in Insurance (Non-Life) operations.

Core domain knowledge and expertise in Property and Casualty insurance – auto, property, umbrella, commercial, etc. (US geo preferred)

Relevant experience in managerial roles in service delivery, people management and process optimization.

Ensure delivery per customer expectation along with meeting defined SLA and ensure customer delight.

Hands on experience in managing operations establishing current state, gap analysis and implement improvement plans.

Understanding overall Disputes lifecycle and implementing overall program plan for service delivery improvement and cost optimization.

Excellent interpersonal. MS Office and presentation skills.

Excellent written and oral communication skills in English is a must.

Willingness to work in Night shifts is a must.