Operation Manager - Insurance

Key Responsibilities

People Management

Lead, manage, and scale a team of insurance processors, analysts, and SMEs.

Drive workforce planning and capacity management.

Set performance goals (KPIs) and conduct regular performance reviews.

Coach and mentor team members on domain knowledge (P&C;, benefits, etc.).

Manage attrition, engagement, and succession planning.

Ensure training frameworks for new hires and cross-skilling.

Process & Operations Management

Oversee end-to-end insurance back-office processes:

Policy checking & issuance.

Endorsements & renewals

Certificates of Insurance (COIs)

Loss runs & claims data handling.

Billing, invoicing & commissions

Cancellations & re-instatements

Submissions & quoting support.

Ensure adherence to SLAs, TAT, and accuracy benchmarks.

Implement SOPs, process maps, and quality frameworks.

Identify process gaps and drive continuous improvement.

Customer / Client Management

Act as primary point of contact for clients (brokers, agencies).

Manage client expectations, SLAs, and escalations.

Conduct governance calls (weekly/monthly reviews).

Provide performance insights (dashboards, MIS reporting).

Ensure high CSAT through consistent delivery quality.

Support onboarding of new clients and transition management.

Required Skill Sets

Domain Expertise

Strong understanding of insurance operations:

P&C; (Property & Casualty),



Employee Benefits, or Commercial Lines

Knowledge of policy lifecycle, endorsements, renewals, and compliance

Operational Excellence

SLA/KPI management and reporting.

Process optimization.

Capacity planning and workforce management.

Quality assurance and audit framework.

People Leadership

Team handling (typically 1550+ FTEs)

Coaching, conflict resolution, and performance management.

Stakeholder management across geographies.

Client Management

Robust communication and presentation skills

Experience in client-facing roles (US insurance clients preferred)

Ability to handle escalations and negotiations.

Analytical & Data Skills

Strong MIS/reporting skills (Excel, dashboards)

Data-driven decision-making mindset

Ability to interpret operational metrics and trends.

Technology & Automation

Exposure to AMS platforms (Applied Epic, Vertafore, EZLynx, etc.)

Understanding of workflow tools and document management systems

Soft Skills

Structured problem-solving

High ownership and accountability

Strong communication (written + verbal)

Ability to operate in a fast-paced, SLA-driven environment.

If you're excited about this opportunity and believe your experience is a strong fit, we'd love to hear from you. Please send your updated resume to [email protected].

📌 Operations Manager (Bengaluru)
🏢 Flatworld Solutions (FWS)
📍 Bengaluru