Associate Manager Business Process Transactions / RR-0348682

Job Description:

We are seeking a highly motivated, dedicated, and detail-oriented individual to join our team as an Associate Manager Life Insurance BPS Operations. This role is pivotal in driving day-to-day operational excellence, ensuring seamless business operations, and delivering exceptional client service. The Associate Manager will be responsible for overseeing daily functions, maintaining service level compliance, and fostering a culture of continuous improvement. Key responsibilities include leading and supporting teams, monitoring performance metrics, enhancing processes, and collaborating across functions to ensure high-quality outcomes aligned with business goals.

Key Responsibilities includes:

1. Team Leadership & Development

• Lead, mentor, and manage a team comprising Process Associates and SME.
• Monitor individual and team performance, offering regular coaching and support to

enhance productivity and quality.

• Foster a positive, motivated, and engaged team environment.

2. Operational Management

• Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations.
• Manage escalations, resolve client and customer concerns, and address overpayment issues promptly.
• Conduct regular performance evaluations and monthly one-on-one sessions.
• Bring hands-on experience in managing process migrations and system conversions.

3. Process Optimization

• Identify gaps and opportunities for process improvement and efficiency.
• Collaborate closely with quality, training, and workforce management teams to drive continuous improvement.
• Support automation and digitization initiatives wherever applicable.

• 4. Reporting & Insights

• Prepare and analyse daily, weekly, and monthly operational reports.
• Share actionable insights and strategic recommendations with senior leadership and clients.
• Track and report key metrics such as team performance, attrition, and attendance.

• 5. Client Communication

• Maintain regular communication with onshore counterparts to align on expectations,

• process updates, and changes.

  Skills/Knowledge/Experience required

• 10+ years into US Insurance operations, preferably Life and annuities (including 3–5 years in a leadership role)
• Proven leadership abilities with strong people management skills.
• Excellent communication and interpersonal skills to effectively engage with teams and stakeholders.
• Strong analytical mindset with a data-driven approach to decision-making.
• Experience in client relationship management and stakeholder coordination.
• Solid understanding of key operational metrics such as AHT, CSAT, SLA, and others.
• Ability to perform under pressure while managing multiple priorities efficiently.
• Proficient in using CRM tools, workforce management systems, and reporting platforms.
• Advanced skills in Microsoft Office, particularly Excel, Power BI, and PowerPoint.

Qualifications (describe the qualifications considered essential to do the job, e.g., Chartered Accountancy, MBA, etc)

Graduate in any stream

Certification in Life Insurance Domain will be an added advantage

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