We are seeking an experienced Operations Manager to lead our US Insurance Operations. The ideal candidate will have 5-7 years of experience in the insurance or BPO industry in an operations management role. The individual will be responsible for overseeing end-to-end insurance operations, driving process excellence, managing client relationships, and leading high-performing teams to achieve operational and business objectives. Candidates with experience in Certificate of Insurance (COI) processing will be highly preferred.
Key Responsibilities
- Lead and manage the day-to-day operations including: Certificate of Insurance (COI) processing
- Claims processing
- Policy checking
- Quotes
- Endorsements and other insurance support services
- Lead, mentor, and develop Team Leaders and Operations Executives to enhance team performance
- Monitor key performance indicators (KPIs), productivity, quality, and turnaround time (TAT)
- Collaborate with cross-functional teams including Quality, Training, HR, and senior leadership to streamline workflows and resolve operational challenges
- Monitor client feedback, identify improvement areas, and implement corrective and preventive actions
Preferred Qualifications
Hands-on experience with Agency Management Systems: AMS360 Applied Epic Image Rite Sagitta EZLynx HawkSoft. Experience with insurance carrier portals and comparative rating applications. Proven ability to manage large teams, optimize processes, and drive operational success.
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