Manager - US Operations

A leading multinational organization known for delivering customer-focused insurance solutions and operational excellence.

Responsibilities -

• Manage day-to-day operations of a team of 80-100 employees in chat/back office P&C insurance processes.
• Lead and mentor a group of Assistant/Deputy Managers.
• Ensure delivery of SLAs, drive team performance, manage KPIs, absenteeism, and attrition.
• Handle escalations, conduct reviews with clients, and manage operational performance.
• Collaborate with HR, quality, and training functions to enhance process outcomes.
• Drive process transformation and improvement initiatives.
• Manage hiring needs and capacity planning.
• Be comfortable working in 24x7 rotational shifts.

Requirements -

• Minimum 4 years of experience in general insurance or chat process.
• Experience in handling operations with 70+ employees.
• External certification in P&C/General Insurance is a plus.
• Strong leadership and stakeholder management skills.
• Excellent communication, problem-solving, and people management skills.
• Graduate degree is a must.

What is in it for you -

• Opportunity to lead a large operations team in a high-growth environment.
• Engage with global stakeholders and gain cross-functional exposure.
• Be at the forefront of process transformation in the insurance domain.