Assistant Manager, Operations -POS

Job Summary

As the Assistant Manager, you will lead a team of 13–15 professionals, overseeing day-to-day operations and ensuring the delivery of core performance metrics including Turnaround Time (TAT), Quality, and other KPIs. You will partner with leadership to drive productivity, maintain client satisfaction, and support strategic business objectives.

Key Responsibilities

• Lead and manage the US Insurance Operations team to meet and exceed performance targets.
• Monitor and review KPI metrics periodically; proactively address gaps.
• Analyze quality results and identify error trends for continuous improvement.
• Supervise, mentor, and develop team members to enhance performance and engagement.
• Identify root causes of defects and implement corrective actions.
• Develop and execute department-level and individual performance plans.
• Handle administrative responsibilities as assigned.
• Ensure effective inventory management during staffing fluctuations.
• Support business continuity planning and execution.
• Maintain high client satisfaction through consistent delivery of quality services.
• Collaborate with business owners to capture and understand process requirements.
• Maintain and update Standard Operating Procedures (SOPs) for all processes.
• Prepare and review daily, weekly, and monthly quality dashboards with onshore and offshore stakeholders.
• Adhere to company policies, employment terms, and directives related to work shifts, flexibility, and evolving business needs.

Skills & Competencies

Qualifications

Skills Required

Transition Planning, Life Insurance, Change Management, Process Consulting, Annuities, Ms Office