Senior Manager – Insurance Operations

Overview

Senior Manager – Insurance Operations (Grade E) to lead a team of Team Managers responsible for complex and varied insurance operations tasks, driving operational efficiency, service quality and performance across multiple teams.

What you'll do

• Foster a collaborative team environment with strong relationships and open communication between team members and colleagues in other countries.
• Lead and mentor a team of Team Managers, ensuring they effectively oversee their respective teams.
• Play a key role in building and transitioning functional capabilities to the service center, aligning colleagues with the organization's culture and services.
• Identify and address knowledge gaps within teams, conducting regular training refreshers and evaluations to ensure retention of critical learnings.
• Develop and implement strategies to maintain agreed service level agreements (SLAs) while maintaining high-quality standards for all processes.
• Partner with leaders in Operations, Underwriting and Claims to deliver consistent and high-quality work products and results.
• Identify and adapt industry best practices to meet specific needs, driving continuous improvement.
• Analyze current processes to identify problem areas and develop preventive measures to enhance operational effectiveness.
• Determine the most effective methods and channels to address various training needs across teams, aligned with organizational objectives.
• Ensure adherence to performance metrics and compliance with training requirements, including conducting monthly evaluations and assessments.
• Ensure that all statutory regulations and company procedures are followed to protect customers, colleagues, and the business interests of the company.
• Maintain a clear understanding of regulatory requirements and proactively ensure compliance with the regulatory and risk framework.
• Monitor and assess risks appropriately, recognizing the impact of actions on compliance and operational integrity.
• Timely highlight process challenges and operational issues, facilitating effective communication between teams and senior leadership.
• Provide regular updates on team performance, process improvements, and compliance status to senior management.
• Lead the recruitment and selection process for team members, ensuring alignment with organizational values and culture.
• Serve as a mentor to new hires, facilitating their integration into the team.
• Develop and implement training programs for Team Leaders and Operations Managers, focusing on leadership skills, operational excellence, and team dynamics.
• Provide ongoing coaching to enhance the capabilities and performance of Team Leaders and Operations Managers.
• Conduct regular performance evaluations and provide constructive feedback to team leaders, fostering a culture of continuous improvement and accountability.
• Identify high-potential employees and create development plans to prepare them for future leadership roles.

What you'll need

• Bachelor's Degree or equivalent education and work experience.
• Strong proficiency in both spoken and written English.
• Excellent computer skills and proficient MS Office (Excel, Word, PowerPoint, Outlook, MS Teams).
• A minimum of 8-10 years of experience in team leadership, preferably within the insurance industry or a related field.
• Good understanding of Property & Casualty insurance.
• Policy checking / review experience.
• Proven experience managing multiple teams and driving performance in a fast-paced environment.
• Strong analytical and problem-solving skills, with a focus on process improvement and operational efficiency.
• Excellent communication and interpersonal skills, with the ability to engage and motivate diverse teams.
• A solid understanding of compliance, regulatory requirements, and risk management principles.
• Ability to work collaboratively with senior leaders and stakeholders to achieve strategic objectives while fostering unity and teamwork among international teams.
• Comfortable working a 6:30am – 3:30pm shift.

Nice to have

• Insurance certification from CII.
• Post-graduation or certificate courses in insurance.
• Prior experience with insurance processes.

Details

• Location: Mumbai (Hiranandani).
• Work mode: Hybrid, working in the local office or onsite with clients at least three days per week, with one anchor day per week for office-based teams.
• Shift: 6:30am – 3:30pm.