We are seeking an experienced Operations Manager to lead UK General Insurance (GI) / Motor Insurance operations within a BPO environment. The ideal candidate must have prior hands-on experience working in UK insurance, specifically within GI or Motor insurance processes.
Location: India
Industry: Insurance BPO (UK Market)
Shift: Rotational Shifts (Aligned to UK Time Zone)
Work Mode: Work From Office
Operational Leadership
In this role you will:
Manage overall service delivery for UK GI / Motor insurance accounts.
Ensure SLAs, KPIs, and productivity targets are consistently achieved.
Monitor operational performance, quality metrics, and turnaround times.
Drive operational efficiency and process stability.
Manage capacity planning, forecasting, and workforce allocation.
Leverage understanding of UK General Insurance and Motor insurance lifecycle to guide teams.
Support resolution of complex cases and escalations.
Maintain awareness of FCA guidelines and UK insurance compliance requirements.
Team Management
Lead, coach, and develop Team Leaders and frontline staff.
Set transparent performance expectations and conduct regular reviews.
Drive engagement, productivity, and retention within the team.
Ensure adequate shift coverage under rotational shift model.
Client & Governance Management
Act as primary operational contact for UK clients.
Participate in governance calls and performance reviews.
Present operational dashboards and improvement plans.
Manage client escalations and ensure timely resolution.
Quality & Compliance
Ensure adherence to UK regulatory standards including FCA and Consumer Duty principles.
Maintain strong quality control mechanisms.
Support internal and external audits.
Drive continuous improvement initiatives to reduce errors and enhance service quality.
We Are Looking For Someone Who Has
Bachelor’s degree in Business, Finance, or related field.
10–14 years of overall experi
📌 Operations Manager (India)
🏢 ResultsCX
📍 India
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